Company: SANRAL (South African National Roads Agency SOC Limited)
Location: Central Operations Centre (COC), 36 Assegai Wood Road, Centurion
Remuneration: Market-related
Closing Date: 11 August 2025
Introduction
The South African National Roads Agency SOC Limited (SANRAL) is inviting dynamic and service-oriented individuals to apply for 38 Contact Centre Agent vacancies based at their Central Operations Centre in Centurion. These permanent roles offer career stability, exposure to national-level projects, and the chance to serve as a vital link between SANRAL and the public. The positions are ideal for those passionate about customer service, communication, and operational excellence in a high-impact government entity.
Job Description:
The successful candidates will be responsible for managing and resolving customer queries related to road network services, toll operations, vendor support, pothole reporting, and other SANRAL services. Contact Centre Agents will engage with customers through multiple channels including voice, email, and chat systems.
They will also manage case documentation, interact with internal departments, and participate in outbound campaigns aimed at improving SANRAL’s public engagement and support services.
Ideal Candidate:
This opportunity is designed for candidates who:
- Hold an NQF Level 5 qualification in Contact Centre Management or Customer Service
- Have at least 3 years of hands-on experience in a professional contact centre or call centre setting
- Possess knowledge of customer support systems, CRM platforms, and digital communication tools
- Thrive in a fast-paced, customer-focused environment and are committed to delivering service excellence
Role Responsibility:
- Handle inbound and outbound calls, emails, and digital interactions with the public and stakeholders
- Address customer queries, provide accurate responses, and escalate issues when required
- Log, update, and track cases accurately using CRM and ticketing systems
- Assist with queries related to tolling, road conditions, and SANRAL’s various services
- Participate in outbound campaigns including customer surveys, service updates, and engagement initiatives
- Conduct data entry, document verification, and case follow-up tasks
- Support pilot testing of contact centre tools, providing feedback to improve system functionality
- Work collaboratively with internal teams to ensure efficient resolution of recurring or escalated issues
- Maintain up-to-date and clear documentation of customer interactions in line with POPIA compliance
- Keep detailed records of processes and updates to the knowledge base to support continuous improvement
Skills and Attributes:
- Strong understanding of customer service principles, conflict resolution, and empathy in support
- Familiarity with CRM systems, ticket logging software, and contact centre call systems (e.g., SMARTZ, Avaya)
- Proficient in using communication tools like Microsoft Teams, Outlook, and chat interfaces
- Ability to meet key performance indicators such as First Call Resolution (FCR), Average Handling Time (AHT), and customer satisfaction scores
- Detail-oriented with a strong emphasis on accuracy and compliance, particularly with POPIA regulations
- High emotional intelligence and ability to handle difficult customers with professionalism
- Willingness to work shifts, weekends, and adapt to flexible scheduling
- Excellent interpersonal skills with a customer-first attitude
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Position Summary
This is more than a job — it’s a national service opportunity. SANRAL’s Contact Centre Agents are ambassadors for the organisation, ensuring that South Africans receive professional and timely assistance regarding road services and national transport-related inquiries.
Successful candidates will join a team that values communication excellence, operational efficiency, and customer empowerment. SANRAL also offers opportunities for internal career development, skills training, and involvement in public service innovation.
Applicants must be open to employment reference checks, including qualification and employment history verifications. SANRAL follows a strict confidentiality protocol throughout the recruitment process.
Employment Equity
In line with SANRAL’s commitment to transformation, preference may be given to candidates from designated groups as defined in the company’s Employment Equity Plan.
Important Note:
SANRAL reserves the right not to appoint any candidate for this position if operational requirements change.
How to Apply:
All applications must be submitted via SANRAL’s Career Portal before the closing date of 11 August 2025. Late or hand-delivered applications will not be considered.
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SANRAL Contact Centre Agents Job Opportunities (x38 Posts)