The South African National Roads Agency (SANRAL) is looking to appoint 38 Contact Centre Agents to handle customer interactions across their toll, pothole, and vendor support projects. This is a permanent opportunity for skilled communicators with contact centre experience who are ready to contribute to efficient service delivery.
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Table of Contents
Minimum Requirements
- Qualification: NQF Level 5 Certificate in Contact Centre / Customer Service
- Experience: Minimum of 3 years in a call centre / contact centre environment
Advantageous
- Experience using Customer Relation Management (CRM) systems
- Familiarity with contact centre telephone systems like SMARTZ or Avaya
Technical Competencies
- Customer care best practices (handling difficult interactions, service recovery, empathy)
- Knowledge of inbound/outbound call processes
- Understanding of KPIs: call handling time, resolution rate, etc.
- Ticketing/CRM tools, email, Microsoft Teams, and chat tools
- Compliance with POPIA and data security
- Queue management, shift work, and escalation handling
Key Responsibilities
Customer Engagement
- Handle inbound and outbound customer queries across platforms (telephone, email, digital)
- Resolve issues professionally and within SLA timelines
- Research and provide accurate product/service information
- Adhere to SOPs and service standards
- Support customer satisfaction through courteous, efficient communication
Case Management & Operations
- Log and manage queries in systems (CRM, SMARTZ, etc.)
- Resolve Tier 1 issues independently using scripts and guides
- Escalate unresolved cases with full documentation
- Participate in outbound campaigns and administrative tasks
- Help test new tools/processes and provide feedback
- Maintain detailed records of all interactions for knowledge sharing
Why Join SANRAL? Benefits & Opportunities
Joining SANRAL means becoming part of a reputable government agency dedicated to national infrastructure and service excellence.
Reference Checks
Applicants must consent to employment reference checks as part of SANRAL’s recruitment process.
How to Apply
Apply for SANRAL Call Centre Agents x38
Ensure that you complete the application in full and attach all relevant documents (CV, qualification, ID, etc.). Applications without required documents may not be considered.
Frequently Asked Questions
1. Is this a government job?
Yes. SANRAL is a government agency.
2. Is the position permanent?
Yes. This is a permanent role with market-related benefits.
3. Can I apply without CRM experience?
CRM experience is advantageous but not mandatory if you meet the core requirements.
4. Where is the job based?
Centurion, Gauteng.
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