SANRAL (South African National Roads Agency Limited) is inviting applications for the Contact Centre Agent Job Opportunities at their Central Operations Centre (COC) in Centurion. This permanent position offers a unique opportunity for individuals with a passion for customer service and the skills required to thrive in a dynamic call centre environment.
If you meet the minimum requirements, have relevant experience, and are excited to be part of a reputable organisation, read on to find out more about this career opportunity.
Contact Centre Agent Job Opportunities Overview:
- Position Title: Contact Centre Agent
- Requisition ID: 2757
- Location: Central Operations Centre (COC), 36 Assegai Wood Road, Centurion
- Salary: Market-related
- Grade: B5 (Patterson Classic)
- Appointment Type: Permanent
- Closing Date for Applications: 11 August 2025
Key Responsibilities
As a Contact Centre Agent, your role will be essential in ensuring that SANRAL maintains its reputation for excellent customer service. The key responsibilities of the position include:
Customer Engagement
- Handle inbound and outbound interactions via telephone, email, and digital channels across various projects, such as toll, pothole reports, and vendor support.
- Respond to customer inquiries in a professional and consistent manner, ensuring all queries are resolved promptly and efficiently.
- Research and provide accurate information using the resources available to you, adhering to SANRAL’s customer service standards.
- Maintain a courteous and helpful tone while managing all customer communications.
Operational (Case Management & Query Resolution)
- Log, track, and update customer cases accurately using internal systems such as CRM, SMARTZ, or project-specific tools.
- Independently resolve Tier 1 issues (First Contact Resolution) using standard operating procedures (SOPs), scripts, and guides.
- Escalate complex issues that require further resolution and follow up with the appropriate teams.
- Assist with proactive outbound campaigns and perform administrative duties, including data capturing, document verification, and case updates.
- Provide valuable feedback during the testing of new solutions or processes to improve the customer service experience.
Reporting & Continuous Improvement
- Monitor daily, weekly, and monthly ticket volumes, resolutions, escalations, and emerging trends.
- Report on system and service level agreement (SLA) compliance to ensure operational efficiency.
- Contribute to Knowledge Management by documenting problems, solutions, and all customer interactions for continuous improvement.
Minimum Requirements
The ideal candidate for this position should meet the following criteria:
- Educational Qualification: NQF Level 5 Certificate in Contact Centre or Customer Service.
- Experience: A minimum of three (3) years of relevant experience in a contact centre or call centre environment.
Advantageous Skills & Experience
While not mandatory, the following qualifications and skills would be advantageous:
- Experience with Customer Relationship Management (CRM) systems.
- Familiarity with contact centre telephone systems such as SMARTZ or Avaya.
Technical Competencies
Successful candidates should possess the following technical competencies to ensure they excel in the role:
- Knowledge of customer care best practices, including empathy, service recovery, and handling difficult interactions.
- Familiarity with inbound and outbound call handling processes.
- Understanding of performance metrics such as call answer speed, average handling time, first contact resolution, and queue management.
- Proficiency with ticketing systems, CRM platforms, call logging software, and communication tools (email, Teams, or chat interfaces).
- An understanding of data accuracy and POPIA compliance for safeguarding customer information.
Employment Reference Checks
As part of SANRAL’s recruitment process, applicants must undergo employment reference checks. To proceed with your application, you will need to sign a consent form authorising SANRAL to process the information you provide for verification and record-keeping purposes.
How to Apply
To apply for this exciting opportunity, please submit your application through SANRAL’s official Career Portal. The closing date for applications is 11 August 2025, so be sure to submit your application on time.
If you are an experienced and customer-focused individual looking for a rewarding career, the Contact Centre Agent role at SANRAL may be the perfect opportunity for you. Take the next step in your career and apply today through SANRAL’s Career Portal.
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