Listing Reference: 2757
Listing Status: Open
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
SANRAL x38 Contact Centre Agents 2025 – Available Now! A unique and rewarding opportunity awaits at SANRAL for motivated and professional individuals who are passionate about customer service and efficient communication. The organization is currently recruiting 38 Contact Centre Agents to join their Central Operations Centre in Centurion on a permanent basis. This role offers a stable career path in a nationally significant organization, where high-quality service delivery is a top priority.
About SANRAL
The South African National Roads Agency SOC Limited (SANRAL) is a state-owned company responsible for managing, maintaining, and developing South Africa’s national road network. SANRAL plays a crucial role in promoting road safety, supporting economic growth, and ensuring a reliable and sustainable transport infrastructure. The agency also focuses on innovation and service delivery excellence, ensuring its operations align with both public needs and government mandates.
Minimum Requirements:
To qualify for the Contact Centre Agent position, applicants must meet the following criteria:
- A National Qualification Framework (NQF) Level 5 Certificate in Contact Centre Management or Customer Service
- A minimum of three (3) years’ experience in a contact centre or call centre environment
Advantageous Experience:
- Hands-on experience with Customer Relationship Management (CRM) Systems
- Familiarity with contact centre telephone systems, such as SMARTZ or Avaya
Role Responsibility:
The Contact Centre Agent will be responsible for providing high-quality support across multiple customer-facing functions. Duties include:
- Handling both inbound and outbound interactions (calls, emails, and digital communication) across various projects such as toll-related queries, pothole reports, and vendor support
- Responding to customer queries professionally and consistently
- Researching and sourcing information using internal tools and resources
- Logging, tracking, and updating customer cases accurately using CRM or other project-specific systems
- Resolving Tier 1 issues independently and escalating complex matters when needed
- Participating in proactive outbound campaigns as part of customer engagement strategies
- Supporting administrative functions such as data entry, document verification, and case follow-ups
- Testing new contact centre processes or solutions and providing feedback to improve customer experience
- Contributing to knowledge base updates and maintaining clear documentation of customer interactions
- Collaborating with internal departments to resolve recurring challenges
Skills and Attributes:
- Knowledge of customer care best practices, including empathy, service recovery, and conflict resolution
- Familiarity with both inbound and outbound call handling processes
- Understanding of key performance metrics such as call answer speed, average handling time, and first contact resolution
- Experience with ticketing systems, CRM platforms, and call logging tools
- Proficiency in using communication platforms like email, Microsoft Teams, or chat-based systems
- High level of data accuracy awareness and compliance with POPIA (Protection of Personal Information Act)
- Strong interpersonal and communication skills
- Ability to work under pressure and handle difficult customer interactions effectively
- Flexibility to work shifts and adapt to various operational requirements
Employment Reference Checks
As part of SANRAL’s recruitment process, all applicants must consent to employment reference checks. This includes verifying the authenticity of qualifications and previous employment records. SANRAL ensures all information collected is treated confidentially and used strictly for recruitment and compliance purposes.
Employment Equity
In accordance with SANRAL’s Employment Equity plan, preference may be given to applicants from designated groups to promote transformation and diversity within the organization.
Important Note:
SANRAL reserves the right not to fill any of the listed positions.
How to Apply:
Applications must be submitted exclusively through SANRAL’s Career Portal before the closing date of 11 August 2025.
This is a valuable opportunity to become part of a dedicated team committed to enhancing public service delivery in South Africa. If you meet the requirements and are passionate about making a difference, apply today to contribute to the future of road infrastructure and customer engagement excellence.
Apply SANRAL x38 Contact Centre Agents 2025 – Available Now!
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