Position title : GIFT CARD ADMINISTRATOR

Position reports to : NATIONAL GIFT CARDS MANAGER

Business Unit : EXCELLERATE BRAND MANAGEM

Main purpose / objective of the position:

Maintains a positive image of the company through management of the

information desk during mall trading hours. Liaise with customers at the info desk

or via telephone in a welcoming, pleasant and courteous manner. Assumes

overall responsibility for efficiently transferring daily knowledge of shopping

centre activities to customers. Advises customers and tenants on the centre

facilities lay-out and procedures. Sells gift cards according to standard accepted

tender methods, i.e. cash, credit and debit cards. Management of cash according

to standard procedures. Adheres to FICA and bank requirements when selling gift

cards to the general public. Gathers information to support re-issue of lost/stolen

gift card/s according to standard procedures. Follows the standard gift card

procedures both internally and externally to general public. Liaises with tenants.

Assists in the collection of lost items handed in to the info desk by general public

and/or mall staff. Follows the lost items standard procedure Assist with wheel

chair facilities to the general public. Adhere to the standard wheel chair

procedures. Completes and signs daily control sheets according to standard

procedure. Works on a roster basis within the shopping centre trading

hours which includes Saturday, Sunday and Public Holidays.

Decision making authority:

Required to choose from a limited array of routines or rules at his / her disposal.

Works according to specific standard procedures.

Experience / Education:

Grade 12. At least 2 years minimum sales/professional customer care experience

Skills required:

Demonstrates a consistent, dependable work effort and a positive work attitude.

Numerical competency. Exhibits enthusiasm, energy, drive, and tenacity in the

peruse of job goals. Competitive actions with ability to meet challenging targets.

Good communication skills and ability to interact at various levels (internal and

external relationships). Innovative. Remain calm when dealing with irate

customers. Adapts quickly to change. Completes tasks successfully under

stressful conditions. Handles many tasks simultaneously without losing

effectiveness. Takes ownership of his/her work. Displays flexibility when dealing

with unique situations.

Knowledge required:

The layout of the shopping mall and surrounds. The physical location of the

tenants within and surrounding area of mall. Professional customer service to

customers/tenants. Computer literate

Competencies required:

Customer & Quality focused, Methodical, Teamwork and Co-operation, Problem

solving, Following instructions and standard procedures. Strong verbal and

Communication skills. Delivering and meeting customer expectations. Working in

a team. Tolerance for Stress, Assertive, Drive and Productivity

Major drivers of work volume:

Professional customer service and providing a unique customer experience. Clean

and presentable desk. Clear and accurate communication of information to

customers. Promoting and assisting in meeting the monthly/annual gift card

budget.

Interface / relationships with:

Internal: Gift Card Supervisor, National Gift Card Account Manager, National Gift

Card Manager, Marketing Manager, Marketing Assistant, Centre Management,

Facilities Management, Finance, Receptionist.

External: General Public, Landlord / client / asset managers, Tenants, G4S cash

collections, Tutuka Software Company