Gift Card Administrator at CBRE Excellerate in Durban

In the vibrant and bustling city of Durban, KwaZulu-Natal, working as a Gift Card Administrator for CBRE Excellerate offers an exciting opportunity to thrive in the dynamic world of real estate and retail. The role, which plays a vital part in ensuring a smooth and pleasant shopping experience for customers, is not just about selling gift cards but also about maintaining a welcoming environment, providing excellent customer service, and handling various operational responsibilities.

This article dives deep into the responsibilities, skills, and qualifications required for the position. It will also explore how one can excel in this role, the daily duties involved, and why this position is crucial to the success of shopping centers managed by CBRE Excellerate.

The Role of a Gift Card Administrator: What You Need to Know

At CBRE Excellerate, the Gift Card Administrator is tasked with managing the information desk at shopping centers. This includes:

• Selling gift cards using cash, credit, and debit cards.
• Ensuring compliance with FICA and bank regulations.
• Offering support for re-issuing lost or stolen gift cards.
• Providing professional customer service to all visitors and tenants.
• Managing cash transactions and adhering to standard procedures.

In this role, you will be at the forefront of maintaining a positive image for the company, interacting with the public, and ensuring that their experience in the shopping center is smooth, pleasant, and efficient.

Key Responsibilities of a Gift Card Administrator

1. Customer Engagement at the Information Desk
   As a Gift Card Administrator, your primary responsibility is to serve as the face of the mall. From answering questions about the center’s layout to guiding visitors on available services, you will be responsible for providing accurate and helpful information. Whether face-to-face or over the phone, your goal is to be approachable, polite, and knowledgeable about the mall’s facilities.
2. Gift Card Sales and Transactions
   You will handle sales of gift cards to customers, ensuring that all transactions are processed correctly. Cash handling will be a core part of your duties, requiring numerical competence and strict adherence to standard operational procedures.
3. Compliance with Financial Regulations
   One of the key tasks is ensuring that you adhere to FICA and banking requirements when selling gift cards. Compliance ensures that all legal procedures are followed, protecting both the customer and the company.
4. Managing Lost Items and Wheelchair Facilities
   As part of your duties, you will assist customers who have lost items within the mall, following established procedures to return these items safely. Additionally, you will be responsible for managing wheelchair facilities, ensuring they are available and accessible for public use.
5. Daily Reporting and Procedure Adherence
   Every day, you will complete and sign daily control sheets to track sales, ensure accuracy in cash handling, and report any anomalies. This attention to detail is crucial for maintaining accountability and trust in your role.
6. Liaison with Tenants and External Stakeholders
   You will serve as a bridge between tenants, customers, and center management. Good communication skills are essential to ensure that all interactions, whether internal or external, are smooth and professional.

Skills and Competencies Required

To succeed as a Gift Card Administrator, you need a blend of soft skills, technical know-how, and a deep understanding of customer service. Below are some critical skills needed for this role:

1. Customer Service Excellence
   Since you will be the main point of contact for customers, it’s essential to maintain a professional demeanor and a positive attitude at all times. You need to be approachable, patient, and attentive to ensure every customer leaves with a positive experience.
2. Numerical and Analytical Skills
   Handling cash and balancing the accounts at the end of the day requires strong numerical skills. Ensuring that all transactions are recorded accurately and securely is crucial for maintaining the integrity of the mall’s operations.
3. Problem Solving and Adaptability
   No day will be the same in this role. From dealing with irate customers to managing unforeseen challenges like lost items or technical issues with gift cards, you will need to be adaptable and quick-thinking to solve problems effectively.
4. Calm Under Pressure
   Malls are busy environments, and you may encounter difficult situations or multiple tasks at once. Remaining calm under pressure is essential, as you will need to handle many tasks simultaneously while still providing excellent service.
5. Effective Communication
   Whether you’re interacting with mall tenants, center management, or the general public, clear and concise communication is key. Ensuring that your instructions are understood and that customers feel heard is essential to your success.
6. Computer Literacy
   As part of your daily responsibilities, you will be working with Tutuka software and other tools, making it important to have basic computer skills.

Experience and Education

To qualify for this role, the following education and experience are necessary:

• Minimum Requirements:
  • A Grade 12 certificate is required.
  • At least 2 years of professional experience in sales or customer care.
• Preferred Experience:
  Previous experience in the hospitality industry is advantageous, as it often equips individuals with the people skills necessary to succeed in a customer-facing role.

Core Competencies for Success

To excel in this role, CBRE Excellerate emphasizes certain core competencies, which are critical for the performance of your daily duties:

1. Customer & Quality Focus – Ensuring a consistent, high-quality service to all customers.
2. Teamwork & Cooperation – Working harmoniously with colleagues and external partners.
3. Problem Solving – Addressing issues with creativity and efficiency.
4. Tolerance for Stress – Performing effectively under pressure.
5. Accuracy and Methodical Approach – Ensuring all tasks are completed accurately and following established procedures.
6. Assertiveness and Drive – Taking initiative and striving to meet or exceed targets.

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The Bigger Picture: Why this Role is Important

As a Gift Card Administrator, you contribute significantly to the overall success of the mall. The gift card program is an essential revenue stream, and your work directly influences customer satisfaction and loyalty. By helping to promote and assist in achieving the monthly/annual gift card sales budget, you play a pivotal role in the shopping center’s financial performance.

Moreover, your role in handling lost items, managing wheelchair access, and liaising with tenants helps to build a community atmosphere within the mall. This is vital for creating a pleasant and memorable shopping experience for all visitors.

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Working as a Gift Card Administrator at CBRE Excellerate in Durban offers a fulfilling opportunity for anyone with a passion for customer service and a drive to achieve sales targets. By maintaining professionalism, adapting quickly to changes, and following company procedures, you will be a vital cog in ensuring the success of the shopping center.

If you have experience in customer care or hospitality and are looking to join an innovative and fast-paced industry, this could be the perfect role for you.