Customer Liaison Officer

Job Title: Customer Liaison Officer (CLO)

Location: North-West, South Africa

Workplace Type: (Hybrid/In-Person)

Department: Customer Support

Reports To: RT46 Contract Manager

Direct Reports: None

Job Overview

To own the day-to-day customer interface and service delivery of the RT46 fleet card contract within the NDOT, North-West Province. The Customer Liaison Officer is the primary point of contact for provincial government departments and fleet-operating entities using EMV fleet cards, responsible for ensuring the contract is executed smoothly, issues are resolved promptly, and the customer experience reflects the standards agreed between Transit Solutions, Bidvest Bank and the State.

The role converts contractual commitments into reliable on-the-ground service: onboarding customers, supporting card issuance and usage, resolving queries and disputes, and maintaining the trusted relationship that underpins contract retention and compliance. As a government contract, the role demands accuracy, accountability, adherence to contractual SLAs, and professional conduct in a public-sector environment.

Responsibilities

· Serve as the primary provincial point of contact for government fleet customers under the RT46 contract.

· Onboard new customers and fleet entities: account setup, card issuance coordination, user registration and training on card usage and controls.

· Manage the end-to-end customer service cycle: queries, card requests, replacements, activations, deactivations and dispute resolution.

· Liaise between customers, Transit Solutions operations and Bidvest Bank to resolve transactional, technical and card-related issues within SLA.

· Monitor card usage and flag anomalies, potential misuse or fraud indicators to the appropriate parties for investigation.

· Conduct regular customer engagement visits, reviews and check-ins across the province.

· Maintain accurate customer records, interaction logs and service documentation.

· Support reporting on service performance, usage and customer satisfaction within the province.

· Ensure adherence to contractual SLAs, government procurement requirements and relevant compliance and data-protection obligations.

· Escalate risks, complaints and unresolved issues to the RT46 Contract Manager promptly.

· Support contract compliance and audit readiness through accurate record-keeping.

Required Skills / Qualifications / Certifications / Tech Stack

Essential

• 3+ years in customer service, account management, client liaison or field service, ideally involving government or public-sector clients.

• Understanding of the public-sector operating environment and government procurement conduct.

• Strong interpersonal, communication and relationship-management skills.

• Problem-solving orientation with the ability to coordinate across multiple parties (customer, operations, bank) to resolve issues.

• Organised and disciplined record-keeping, with competence in CRM and standard office systems.

• Ability to work independently across the a provincial territory, with a valid driver's license and willingness to travel within the province.

• Awareness of fraud indicators and data-protection/POPIA obligations.

• Relevant tertiary qualification or equivalent experience

Preferable

• Familiarity with fleet cards, payment cards (EMV), fuel/fleet management or financial services products advantageous.

• Local language proficiency advantageous.

Outcomes and Deliverables

Deliverables

· A provincial customer service and engagement plan with a visit and review cadence.

· Onboarded customers with completed account setup, card issuance and user training.

· Maintained customer interaction logs, service records and issue registers.

· Regular provincial service-performance and customer-satisfaction reporting to the Contract Manager.

· Timely escalation reports on risks, complaints and fraud indicators.

· SLA-compliant query and dispute resolution records.

Outcomes

· Smooth, reliable service delivery of the RT46 contract within the province, meeting or exceeding agreed SLAs.

· High customer satisfaction and retention among provincial government fleet users.

· Prompt resolution of queries, disputes and card issues, with minimal escalation.

· Effective onboarding of new customers and fleet entities.

· Early identification and escalation of misuse, fraud or compliance risks.

· Accurate, audit-ready records supporting contract compliance.

WHO IS GILBARCO VEEDER-ROOT

Gilbarco Veeder-Root, a Vontier company, is the worldwide technology leader for retail and commercial fueling operations, offering the broadest range of integrated solutions from the forecourt to the convenience store and head office. For over 150 years, Gilbarco has earned the trust of its customers by providing long-term partnership, uncompromising support, and proven reliability. Major product lines include fuel dispensers, tank gauges and fleet management systems.

WHO IS VONTIER

Vontier (NYSE: VNT) is a global technology company powering the way the world moves. We empower businesses in the transport sector to adapt to a fast-changing landscape by uniting productivity, automation and multi-energy technologies.

Our smart, connected solutions serve roadside convenience retail stores, fleet operators, and auto repair technicians. From integrated payments and EV charging software to carwash technology and retail automation, we help customers stay productive and prepared for a rapidly evolving industry.

With decades of expertise and a balanced portfolio, Vontier enables businesses to navigate complexity, unlock growth, and build a cleaner, safer future. Driven by continuous improvement and the dedication of Team Vontier, we empower businesses to think bigger, act boldly, and thrive on the road ahead. Learn more at www.vontier.com

At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment.

Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change. We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future.

Join our community of passionate people working together to navigate challenges and seize new opportunities. At Vontier, you are not on this journey alone, we are committed to equipping you with the tools and support you need to fuel your innovation, lead with impact, and thrive both personally and professionally.

Together, let’s power the way the world moves!

The company in which you have expressed employment interest is a subsidiary or affiliate of Vontier Corporation. The subsidiary or affiliate is referred to as a Vontier Company. Vontier Corporation and all Vontier Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law. The "EEO is the Law" poster is available at: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should call 1-833-399-0822 or e-mail [email protected] to request accommodation.