Call Centre Agent - Gilbarco

PURPOSE OF POSITION

Assist retailers with eFuel and Sasol FuelEasy Overrides and Tap N Fuel Queries

KEY RESPONSIBILITIES

Provide override codes for the processing of transactions.

Assist sites with troubleshooting when transactions fail to authorise

DELEGATION OF AUTHORITY

None

POSITION RELATIONSHIPS

Internal

• Other call centre agents
• VIS Network Manager
• Account Managers

External

• Retailers

MEASURES OF PERFORMANCE (INDICATORS)

Leading – Call centre stats (measured in calls per hour)

PERSONAL QUALIFICATIONS & EXPERIENCE

Education/Achievements

• Grade 12 Certificate

Experience/Knowledge

• Good communication skills and interpersonal relations,
• Reliable with good ethical conduct
• Accuracy
• Ability to communicate in one of the provincial languages, including Afrikaans

Specific Skills

• Customer Service Orientated,
• Proficiency in typing
• Good telephone manner
• Calm under pressure

ROLE-SPECIFIC COMPETENCIES & BEHAVIOURS

Competency Descriptors

Utilises Critical Thinking

• Positively copes with change; applies knowledge and skills effectively in new environments.
• Motivated by the challenge of new work; comfortable with ambiguity; proactively seeks answers.
• Quickly learns when faced with new challenges and strives to enhance his/ her knowledge and skills.
• Applies past learning to solve current problems

Listens & Responds to Customers’ Needs

• Demonstrates deep understanding of customer expectations and end-user needs.
• Dedicated to exceeding customer expectations.
• Uses unfiltered customer feedback to make improvements in processes, products and services.
• Is committed to excellence and understands how daily work impacts the customer.

Drives for results

• Consistently drives high quality, on-time results.
• Demonstrates the sense of urgency and the flexibility needed to achieve results; and immediate impact.
• Organizes and prioritizes to drive results.

Customer Obsessed

• Solicits the voice of the customer and drives actions to improve customer experience
• Holds others accountable for meeting customer needs
• Addresses gaps in the team’s ability to meet emerging customer needs
• Continuously improves processes to be more aligned with the customers

Inspiring

• Thinks beyond the day-to-day, taking a long-term, big-picture view of the business.
• Clarifies the organization’s vision and strategy to the team and ensures that efforts are prioritized to support them.
• Leads the team to pursue possibilities that will create sustainable value.

Build extraordinary Teams

• Nurtures and develops promising ideas through prototyping and experimentation.
• Challenges others to develop breakthrough solutions.
• Ensures that varied perspectives are included in the process of innovation
• Encourages others to address challenges in new and better ways

Courageous

• Builds energy and optimism in others in support of Our Shared Purpose
• Communicates the vision of the organization in a way that others can relate to and buy into
• Helps others envision a greater sense of what is possible for the organization’s future
• Ensures that others understand how their efforts and contributions make a positive

Deliver results

• Builds a cohesive team that drives the goals and success of the organization.
• Communicates clear goals and roles to team members
• Builds a team that has the right mix of skills and leverages the strengths of individual members
• Celebrates team accomplishments

Adaptable

• Coaches people on how to take a stand in the face of adversity when they believe in something
• Confronts tough organizational issues and disagreements
• Delivers difficult messages directly
• Demonstrates the courage to say “no” when necessary

Innovative for Impact

• Sets high expectations and leads others to achieve results through VBS
• Leads others to persist despite setbacks or obstacles Creates a sense of urgency in the team to deliver on time, high quality results with an unwavering commitment to our values and standards of conduct
• Drives a track record of continuous improvement and sustainability

Strategic

• Leads experimentation to find the best solution
• Share lessons learned from both successes and failures
• Creates opportunities for self and others to try new things
• Applies the lessons from different experiences to new situations

Lead with VBS

• Establish VBS credibility by demonstrating the ability to lead Kaizen events
• Coaches leaders on how to use VBS to address business challenges and opportunities, including selecting the appropriate tool and how to apply it to generate results
• Builds VBS expertise of the team, establishing and growing capable VBSL support and
• VBS Champion resources that can support the team
• Willing to seek out subject matter experts in VBS to build capability within the organization