Call Centre Agent

**JOB TITLE**: Call Centre Agent

**DEPARTMENT**: Centre of Excellence (COE)

**REPORTING TO**: VIS Network Manager

**LOCATION**:Johannesburg, GP

**ADDITIONAL INFO**:N/A

**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)

**Lagging -**

**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 process, 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; immediate impact.
- Organizes and prioritizes to drive results.

**Customer Obsessed**
- Solicits 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
- Shares 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 through demonstrating the ability to leading Kaizen events
- Builds VBS expertise of the team, establishing and growing capable VBSL support and
- VBS Champion resources that can support the team

Gilbarco Veeder-Root represents the leading brands of solutions and technologies that provide convenience, control, and