Customer Service Centre Agent X45 – National (Permanent)
Note: This position is a readvertisement. Applicants who previously applied will automatically be reconsidered and do not need to submit another application.
Role Purpose
The Customer Service Centre Agent position plays a central role in supporting SANRAL’s daily operations by offering frontline service to the public. The main objective of the role is to assist customers with queries, guide them through available products and services, process transactions, issue eTags, and provide accurate information related to tolling and road user accounts.
Agents contribute significantly to creating a positive customer experience and ensuring that SANRAL’s service delivery standards remain consistent. The position supports both the operational efficiency of the Customer Service Centre and SANRAL’s commitment to delivering reliable, professional and accessible service to road users nationwide.
Minimum Requirements
- NQF Level 5 Higher Certificate in Business Administration, Customer Service Management, Customer Care, Call Centre Management, Retail Management, Office Administration or a related field.
- Three years of experience in a customer-facing environment.
- Where relevant, applicants with international qualifications must provide official SAQA evaluation confirmation.
These requirements ensure that candidates have the suitable educational foundation and the ability to handle the demands of a busy customer service environment.
Technical Competencies
To perform effectively, applicants should possess the following technical skills and knowledge:
- Familiarity with customer centre software, CRM systems and VoIP communication platforms.
- Ability to operate customer service systems, complete data entries, manage emails and navigate online portals.
- Strong understanding of SANRAL’s products and services, including mobility accounts, billing processes, payment options and self-service platforms.
- Clear, empathetic and professional communication skills for both telephonic and in-person interactions.
- Effective time management and the ability to multitask.
- Strong problem-solving capabilities and an understanding of customer relationship management principles.
Key Responsibilities
1. Customer Service Support
Agents represent SANRAL as the first point of contact for road users. Responsibilities include:
- Ensuring every customer receives a positive, respectful and professional experience.
- Responding to customer inquiries promptly via multiple communication channels.
- Assisting customers in navigating the SANRAL mobile app and providing guidance on digital self-service options.
- Supporting users with queries related to Account-Based Ticketing (ABT) systems.
- Maintaining service levels aligned with SANRAL’s Customer Satisfaction Scorecard indicators.
2. Customer Account Registration
Customer Service Centre Agents manage the registration and maintenance of customer accounts by:
- Creating new accounts and capturing all required details accurately.
- Ensuring the correctness of information provided verbally, in writing or via digital platforms.
- Maintaining an updated and accurate customer database to support service delivery.
3. Handling Complaints and Problem Solving
The role includes:
- Managing challenging customer interactions in a calm, confident and professional manner.
- Identifying and resolving concerns while helping customers understand available solutions.
- Remaining attentive to risks or unusual patterns within the service centre and reporting these to supervisors.
- Escalating issues that may affect SANRAL’s public image or operational efficiency.
4. Financial Administration
Agents are responsible for adhering to strict cash-handling guidelines, including:
- Reconciling all financial transactions at the end of each shift.
- Ensuring full compliance with established financial procedures.
Administrative reporting forms a key part of the role, ensuring accuracy and accountability in all activities.
Employment Reference Checks
As part of the recruitment process, SANRAL conducts employment reference checks. Applicants must provide consent by signing a verification form, allowing SANRAL to review the information submitted during the application process. All verification documents are confidential and used strictly for internal recruitment purposes.
Employment Equity Considerations
Appointments are made in line with SANRAL’s Employment Equity Plan. Preference may be given to individuals currently providing employment-related services to SANRAL, provided they meet the minimum requirements for the role.
Application Information
- Closing Date: 05 December 2025
- Only shortlisted candidates will receive feedback.
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