Call Centre Agent at Gilbarco

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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

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
• Coaches leaders on how to use VBS to address business challenges and opportunities, including selecting the appropriate tool and how to apply 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 in order to build capability within the organization

Gilbarco Veeder-Root represents the leading brands of solutions and technologies that provide convenience, control, and environmental integrity for retail fueling and adjacent markets. In 2002, the Gilbarco and Veeder-Root companies combined into one marketing brand, with distinctive and complementary business lines, services, and sales capabilities. Veeder-Root is the world’s leading supplier of automatic tank gauging and fuel management systems and one of the few companies in the industry to design, manufacture and service its own products; supplying and integrating the broadest range of new and proven technologies to reduce cost of ownership, enhance environmental integrity, and improve performance and profitability for petroleum marketers and commercial fueling enterprises worldwide.

Vontier is a $3B global industrial technology company focused on smarter transportation and mobility. Our five operating companies—Gilbarco Veeder-Root, Global Traffic Technologies, Teletrac Navman, Matco Tools, and Hennessy Industries—are united by a powerful purpose: mobilizing the future to create a better world. Our portfolio of trusted brands includes market-leading expertise in mobility technologies, retail and commercial fueling, fleet management, telematics, vehicle diagnostics and repair, and smart cities. Vontier’s pioneering solutions advance safety, security, efficiency, and environmental compliance worldwide.

Energized by our shared purpose and values, we have a strong culture shaped by a deep organization-wide commitment to inclusion, diversity, and equity (ID&E) and corporate responsibility. Eight vibrant global employee resource groups serve as powerful focal points for connection, community, and advocacy, and we actively support community causes through Vontier Cares. We offer flexible remote and in-person, open-space work options.

The Vontier Business System (VBS), our engine for success and our competitive advantage, powers every aspect of our business performance through a continuous improvement mindset. As we look to the future, we will continue to evolve VBS to prepare our teams for new challenges and opportunities, and to stay on the forefront of changing technologies through fast iteration and focused experimentation. To learn more about us visit: www.vontier.com

Location: Johannesburg, Gauteng

Closing Date : 20th December, 2023

HOW TO APPLY

Click Here to Submit your CV and Application on Company Website