The South African National Roads Agency SOC Ltd (SANRAL) invites interested and suitably qualified applicants to apply for the position of Customer Service Centre Agent. The role focuses on delivering frontline assistance to customers by responding to queries, processing transactions, issuing eTags and supporting users with tolling products, mobile applications and related services. The position is essential in promoting positive customer experiences, maintaining service quality standards and ensuring efficient daily operations within the Customer Service Centre.

The South African National Roads Agency SOC Ltd (SANRAL) further seeks candidates who demonstrate strong communication skills, professionalism and the ability to resolve customer issues effectively. The successful applicant will be responsible for handling enquiries across multiple service channels, managing customer account registrations, assisting with dispute processes and ensuring accurate information capture. The position also incorporates financial administration duties, strict adherence to procedures and active support in maintaining SANRAL’s reputation for service excellence.

Position: Customer Service Centre Agent X45
Employment Type: Permanent
Location: Centurion, GA
Closing Date: 05 December 2025

DESCRIPTION

This is a readvertisement. Applicants who previously applied need not reapply, as applications will be reconsidered.

The Customer Service Centre Agent position exists to provide frontline support and service to SANRAL customers by responding to queries, processing transactions, issuing eTags, and educating road users on tolling products and services. The role supports a positive customer experience, service quality standards and the effective operation of the Customer Service Centre.

MINIMUM REQUIREMENTS

• NQF Level 5 Higher Certificate in Business Administration, Customer Service Management, Customer Care, Call Centre Management, Retail Management, Office Administration or related fields.
• Three (3) years’ experience in a customer-facing environment.
• SAQA evaluation for international qualifications where applicable.

TECHNICAL COMPETENCIES

• Experience with Customer Centre software, CRM systems and VoIP platforms.
• Ability to operate digital customer service tools, online portals and office applications.
• Strong understanding of SANRAL products, services, billing, registration and dispute processes.
• Clear, empathetic and professional communication skills.
• Time management, problem-solving and customer-relationship management.

KEY RESPONSIBILITIES

Customer Service

• Ensure a positive experience for all Customer Centre visitors.
• Maintain a professional and empathetic service approach.
• Respond promptly to enquiries.
• Assist customers with the SANRAL mobile app.
• Support Account-Based Ticketing (ABT) queries.
• Deliver service aligned with satisfaction benchmarks.
• Communicate through various customer channels.

Customer Account Registration

• Create new customer accounts and capture accurate information.
• Ensure all required registration information is processed correctly.
• Maintain and update customer database records.

Customer Complaints & Problem Solving

• Handle challenging interactions professionally.
• Identify and report potential risks in the service outlet.
• Escalate issues affecting SANRAL’s public reputation.

Financial Administration

• Comply with cash-handling procedures.
• Reconcile transactions at the end of each shift.
• Complete required reports.

EMPLOYMENT REFERENCE CHECKS

Applicants must consent to reference and qualification verification as part of SANRAL’s internal recruitment process. All information remains confidential and used only by the Human Resources department.

EMPLOYMENT EQUITY

Appointments will align with SANRAL’s Employment Equity Plan. Preference will be given to personnel currently providing services to SANRAL who meet the minimum requirements.

CLOSING DATE: 05 December 2025

HOW TO APPLY

Interested candidates are required to submit applications through the official online recruitment platform provided in the job advert. All sections of the application must be completed accurately, and supporting documents such as qualifications, identity documents and any required certifications must be uploaded in the correct format. Applications submitted after the closing date or without the necessary documentation may not be considered.

Interested candidates should carefully review the minimum requirements and responsibilities of the position before submitting an application. Applicants are encouraged to ensure that all information provided is truthful and verifiable, as background checks form part of the recruitment process. Only shortlisted applicants will receive further communication regarding the outcome of their submissions.

Feedback will be provided to shortlisted candidates only.