Gift Card Specialist - Front Desk & Customer Care

Who we are
We are the market leader in commercial real estate services and investments and provide an integrated suite of high-quality real estate services to our clients across Africa and the Middle East, including facilities management, advisory & transaction services, project management. We support predominantly corporate clients who buy services on a contracted basis all across the Middle East and Africa - even globally, depending on their portfolio.

Why choose us
Imagine more than just the future of work; with EBM you can create it. As part of our global powerhouse, you'll find a culture that fosters an entrepreneurial mindset, where your best work is not just encouraged but celebrated. Collaborate with talented individuals, harness the support of unparalleled resources, and enjoy the journey as you grow both personally and professionally.

About the role

The Gift Card Administrator is responsible for managing the shopping centre information desk and ensuring
professional customer service while administering the gift card programme. This includes accurate gift card
sales, adherence to FICA and banking requirements, cash handling, and maintaining records for audit
compliance.
The role provides frontline service excellence to shoppers and tenants, supports operational processes (lost
property, facilities), and contributes to meeting centre gift card sales targets.

Perform any other duties as assigned by the Team Leader, National Gift Card Account Manager, or National
Gift Card Manager.

What you will bring

Required

• Grade 12 (Matric).
• Minimum 2 years' sales or professional customer care experience.

Preferred

• Hospitality or shopping centre experience.

Skills required

• Strong customer service and communication skills.
• Cash handling accuracy and numerical competency.
• Ability to work under pressure and deal with irate customers calmly.
• Multi-tasking and adaptability.
• Reliability, flexibility, and ownership of responsibilities.

Knowledge

• Layout and tenant mix of the shopping centre.
• Professional customer service standards.
• Basic administrative systems and computer literacy.
• FICA, banking, and compliance procedures for gift card sales.

Competencies

• Customer & Quality Focus
• Drive & Productivity
• Teamwork & Co-operation
• Problem Solving & Decision Making
• Methodical & Accurate
• Assertiveness & Resilience
• Stress Tolerance

What you will be doing:

• 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.