Ginty Kellmann

Key Responsibilities.

• Warm Welcome: Greet all customers with a warm welcome and provide professional, attentive service on the shop floor, and assist them throughout their visit.
• Serving Customers: Providing customers with refreshments and maintaining a clean, comfortable, and welcoming environment for all customers.
• Handling enquiries: Answer questions about promotions and general arcade operation, providing solutions to customer concerns politely and efficiently.
• Cash Handling: Handle cash and card payments accurately.
• Machine Upkeep: Perform routine cleaning and basic maintenance of arcade machines and surrounding areas to ensure a safe and tidy environment.
• Safety & Security: Monitor the arcade floor, ensuring adherence to safety guidelines, rules of conduct, and reporting any security or maintenance concerns to management.
• Compliance: Strictly adhere to all licensing, regulations, and legal requirements pertaining to Adult Gaming Centres.
• Age verification: Verify customers' age using valid ID, as per the company policy of 'Challenge 25'.

• Providing a warm, professional, and memorable first and last impression for all visitors.
• Advising customers on the best products and services for their needs, actively upselling and cross-selling where appropriate.
• Participating in sales activities within the centre to drive engagement and revenue.
• Handling customer inquiries efficiently and professionally to enhance overall satisfaction.
• Operating IT systems, including POS (Point of Sale) and PDQ (chip and pin machines), accurately and efficiently.
• Maintaining strict adherence to cash control, audit, and security procedures.
• Ensuring all procedures for accessing the facility are followed correctly.
• Completing a range of administrative tasks related to customer service and sales.
• Keeping the workspace and surrounding areas clean, organized, and presentable.

• Regularly restocked shelves with Christmas merchandise, ensuring the shop floor was well supplied, and products were easily accessible to customers.
• Maintained a clean, organised, and visually appealing Christmas section, ensuring products were displayed attractively, and shelves remained neat throughout the day.
• Provided excellent customer service by assisting with product inquiries and locating specific items, both Christmas-related and general stock.
• Offered expert advice to customers in the fragrance department, helping them select and purchase perfumes, or other scented products.
• Unpacked and organised crates of Christmas stock, transferring new inventory from the stock room to the shop floor.
• Efficiently replenished stock in the back room by transferring items from the shop floor, or unpacking additional boxes, ensuring smooth inventory flow.

• Oversee daily support activities of analysts and address raised customer queries, ensuring both quality and customer satisfaction.
• Work closely with the Service Desk, Service Desk Manager, and internal teams like Service Delivery and Service Assurances to ensure analysts are well-trained and equipped to deliver high standards of service.
• Serve as the main point of escalation for both customer and hierarchical issues.
• Conduct monthly 1-2-1 meetings with analysts to guide their Personal Development Plans, providing coaching and addressing any queries.
• Foster a high-performing team culture, focused on customer awareness through coaching and feedback.
• Drive continual improvement in people, processes, and tools to maintain service quality.
• Monitor and manage Service Desk Shifts, ensuring excellent and consistent customer service delivery.
• Hybrid work environment.

• Analyse and interpret data-related tickets (RITMs/Tasks) to ensure accurate understanding and resolution.
• Assess the requirements for each RITM/Task to ensure proper handling.
• Manually raise and action requirements on the vendor portal, ensuring timely processing.
• Ensure that deliveries and collections are correctly processed to meet deadlines and avoid delays in goods handling.
• Work closely with internal teams such as Service Delivery and Service Assurance for smooth operations.
• Foster trusting relationships with vendors, team members, and customers to maintain smooth operations and positive engagement.
• Hybrid work environment.

• Handle client requests, coordinating with multiple vendors to meet their needs efficiently.
• Establish and maintain strong working relationships with international vendors like British Airways, Holiday Inn, and Hertz.
• Deliver excellent customer service, resulting in high customer retention and repeat business.
• Develop and sustain relationships with a wide range of clients, from small businesses to large enterprises like Cadbury’s, Microsoft, Jones Lang LaSalle, Goodyear, CBRE, and Iqvia.
• Provide expert advice on daily Foreign Exchange Rates, Visa requirements, and destination-specific activities.
• Ensure customers' travel documents are up to date for a seamless travel experience.
• Use bespoke software (BSP) for processing customer requests, alongside proficient use of Microsoft Office Suite (Word, Excel, PowerPoint).
• South Africa based travel services.