SANRAL x38 Contact Centre Agents 2025

SANRAL x38 Contact Centre Agents 2025

• Listing Reference: X38 Contact Centre Agents
• Listing Status: Open

Job Details:

• Company: SANRAL (South African National Roads Agency) SOC Ltd
• Location: Central Operations Centre (COC), 36 Assegai Wood Road, Centurion (Gauteng)
• Remuneration: Market-related
• Closing Date: 11 August

SANRAL x38 Contact Centre Agents 2025

SANRAL x38 Contact Centre Agents 2025. SANRAL is looking to hire X38 Contact Centre Agents for its Central Operations Centre in Centurion. These permanent positions are ideal for individuals who thrive in fast-paced, service-oriented situations and are dedicated to providing exceptional customer support across various projects. Candidates will join a team focused on answering inquiries, increasing customer involvement, and improving SANRAL’s public image.

About SANRAL

South African National Roads Agency SOC Ltd (SANRAL) is a state-owned company that manages, maintains, and develops South Africa’s national road network. SANRAL is important to facilitating mobility and connection through world-class road infrastructure. In addition to physical road management, SANRAL oversees a variety of digital, service delivery, and community engagement programs, ensuring that stakeholders receive timely and accessible assistance.

Minimum Requirements:

• NQF Level 5 Certificate in Call Centre or Customer Service
• Minimum of three (3) years of relevant experience in a contact centre or call centre setting.

Advantageous Qualifications and Experience:

• Familiarity with CRM systems.
• Experience with contact centre telephone systems like SMARTZ or Avaya.

Role Responsibility:

Customer Engagement

• Manage incoming and outbound contacts (calls, emails, digital questions) across several projects such as toll inquiries, pothole reporting, vendor help, and other SANRAL efforts.
• Provide professional, polite, and fast replies to client inquiries.
• Use available tools and resources to do research and deliver correct information.
• Maintain service consistency based on defined operational standards and processes.

Operational (Case Management and Query Resolution)

• Log and manage customer and stakeholder cases using systems like CRM and SMARTZ.
• Provide accurate and clear information on SANRAL’s Value-Added Services.
• Resolve Tier 1 issues independently using SOPs and reference scripts.
• Escalate unsolved concerns, and follow up to guarantee input and resolution.
• Participate in proactive outbound campaigns when necessary.
• Perform administrative activities such as data collection, document verification, and case updates.
• Contribute to continuous improvement by testing and providing feedback on new tools or procedures.
• Support the knowledge management system by recording customer encounters and solutions.
• Ensure that SANRAL’s brand is portrayed professionally in all interactions.
• Collaborate with other teams to address persistent consumer complaints.

Reporting and Continuous Improvement

• Compile and present data on case volumes, resolutions, escalations, and customer feedback trends on a daily, weekly, and monthly basis.
• Ensure that system requirements and service level agreements (SLAs) are being followed.

Skills and Attributes:

• Strong knowledge of customer service procedures, particularly when managing difficult or delicate circumstances
• Knowledge of call handling procedures for both incoming and outgoing calls
• Capacity to function well in a fast-paced, shift-based workplace
• Strong familiarity with contact center performance indicators, such as queue management, average handling time, and first contact resolution
• Proficiency with digital communication interfaces like Teams and email, CRM platforms, ticketing systems, and call tracking tools
• Knowledge of legal regulations, including POPIA, and how to handle private client or vendor information
• Outstanding communication abilities both in writing and speaking
• Working together to solve problems and coordinate across departments
• A proactive approach to finding service gaps and raising client satisfaction

Employment Reference Checks

Shortlisted applicants must fill out and sign a consent form for employment reference checks as part of SANRAL’s hiring and selection procedure. Only SANRAL’s Human Resources department will be able to handle these checks, which are completely confidential.

Also Read: SASSA Senior Grant Administrators for 2025

Employment Equity

Appropriate applicants from specified categories may be given precedence in accordance with SANRAL’s Employment Equity Strategy. The right to cancel any appointments is reserved by SANRAL.

Why Work at SANRAL?

Working at SANRAL means contributing to a larger mission that benefits all South Africans. Employees appreciate a disciplined and professional work environment that allows for development and long-term progress. This is not just a job; it is an opportunity to contribute to a national legacy.

Application Process

To apply for this position, all applications must be submitted through SANRAL’s official Career Portal by August 11th. Late submissions or applications made through alternate means will not be accepted.

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