Career Opportunities: Contact Centre Agent (Ref: 2757)
Position: Contact Centre Agent
Requisition ID: 2757
Date Posted: 27 November 2025
Location: Central Operations Centre (COC), 36 Assegai Wood Road, Centurion
Appointment Type: Permanent
Grade: B5 (Patterson Classic)
Salary: Market-related
Closing Date for Applications: 05 December 2025
About SANRAL:
The South African National Roads Agency (SANRAL) plays a pivotal role in managing, maintaining, and improving the national road network across South Africa. As a forward-thinking organization, SANRAL is committed to enhancing road safety, improving tolling systems, and providing excellent customer service. We are seeking passionate and dedicated Contact Centre Agents to join our dynamic team and assist in delivering top-quality service to the public.
Key Responsibilities:
As a Contact Centre Agent at SANRAL, you will be at the forefront of engaging with customers, assisting with a variety of queries, and providing seamless service across multiple communication channels. Your role will involve:
Customer Engagement:
- Handle inbound and outbound calls, emails, and digital interactions, addressing various customer queries related to tolling, pothole reports, vendor support, and other SANRAL services.
- Respond professionally to all customer inquiries, ensuring consistent, accurate, and timely service.
- Research and gather necessary information to provide accurate responses using available resources and tools.
- Maintain a high level of customer satisfaction by adhering to service standards and operational requirements.
Operational Case Management & Query Resolution:
- Accurately log, track, and update customer queries and cases in SANRAL’s internal systems (CRM, SMARTZ, or project-specific tools).
- Provide detailed and accurate product and service information regarding SANRAL’s value-added services.
- Resolve Tier 1 (First Contact) issues independently using provided scripts, standard operating procedures (SOPs), and guides.
- Escalate unresolved cases to relevant teams or departments, ensuring timely and effective follow-up.
- Participate in proactive outbound campaigns, offering solutions and gathering customer feedback.
- Support project-specific administrative tasks such as data capturing, document verification, and case updates.
- Contribute to knowledge management by documenting customer problems, solutions, and interactions.
Reporting and Continuous Improvement:
- Compile and report daily, weekly, and monthly ticket volumes, resolutions, and emerging trends.
- Monitor and report on SLA compliance and system performance metrics.
- Provide feedback on processes, ensuring continuous improvement and innovation.
Minimum Requirements:
- Educational Qualification:
- NQF Level 5 Certificate in Contact Centre, Customer Service, or any relevant discipline.
- Experience:
- A minimum of three (3) years’ experience in a contact centre or call centre environment, handling customer inquiries via multiple channels (phone, email, and digital platforms).
Advantageous:
- Experience with Customer Relationship Management (CRM) systems.
- Familiarity with contact centre telephone systems such as SMARTZ and Avaya.
- Experience in a tolling transaction environment is highly desirable.
Technical Competencies:
- Knowledge of customer care best practices, including handling difficult interactions, empathy, and service recovery.
- Familiarity with call handling processes for both inbound and outbound calls.
- Understanding of performance metrics such as call answer speed, average handling time, and first contact resolution.
- Working knowledge of ticketing systems, CRM platforms, call logging software, and communication tools like email, Teams, or chat interfaces.
- Awareness of POPIA compliance and protocols for protecting customer data.
Key Skills and Attributes:
- Excellent Customer Service Skills: Ability to handle customer queries professionally, with empathy and a focus on resolution.
- Strong Communication Skills: Clear and concise communication, both verbal and written.
- Problem-Solving Abilities: Demonstrated ability to resolve customer issues efficiently and effectively.
- Attention to Detail: Ensuring data accuracy, proper case logging, and adherence to protocols.
- Team Player: Ability to collaborate with colleagues to resolve recurring issues and improve service delivery.
- Adaptability and Flexibility: Willingness to adapt to changing tasks, work schedules, and operational requirements.
Employment Reference Checks:
As part of the recruitment process, employment reference checks will be conducted. By applying for this position, you consent to SANRAL processing your personal information for verification and recruitment purposes.
Employment Equity:
SANRAL is committed to promoting Employment Equity. Appointments will be made in line with SANRAL’s Employment Equity Plan. Preference may be given to internal employees and candidates from underrepresented designated groups. SANRAL reserves the right not to fill any position.
How to Apply:
Interested candidates who meet the minimum requirements are encouraged to apply by 05 December 2025.
Please submit your updated CV, along with all required documents, to the SANRAL recruitment team.
Important Note:
- Feedback: Only shortlisted candidates will be contacted.
- Reapplication: If you have previously applied for this position, you do not need to reapply. Your application will be reconsidered.
Contact Information:
For inquiries regarding this position, please contact SANRAL’s Human Resources Department.