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; 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
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 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

HOW TO APPLY
ONLINE APPLICATION