Gilbarco Customer Care / Call Centre Jobs in Johannesburg
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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
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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
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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
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