The South African National Roads Agency SOC Ltd (SANRAL) invites suitably qualified and experienced candidates to apply for the position of Contact Centre Agent within the Central Operations Centre in Centurion. This permanent opportunity is ideal for individuals with strong customer service skills, proven contact centre experience, and the ability to manage high volumes of inbound and outbound interactions across multiple projects. Applicants should hold a minimum NQF 5 qualification in Contact Centre or Customer Service and have at least three years of experience in a call centre environment.

SANRAL seeks professionals who can deliver exceptional customer engagement, accurately log and resolve queries, and uphold the organisation’s service standards. Successful candidates will be responsible for handling queries across various service lines, supporting operational processes, and contributing to continuous improvement initiatives. Preference will be given to candidates who meet the minimum requirements and align with SANRAL’s Employment Equity objectives.

Position: 38 x Contact Centre Agents
Reports To: Contact Centre Supervisor
Requisition ID: 2757
Grade: B5 (Patterson Classic)
Salary: Market-related
Location: Central Operations Centre (COC), 36 Assegai Wood Road, Centurion
Appointment Type: Permanent

This is a readvertisement — previous applicants will be reconsidered and do not need to reapply.

Minimum Requirements

• NQF 5 Certificate in Contact Centre, Customer Service, or related field
• Minimum 3 years’ experience in a contact centre/call centre environment

Advantageous

• Experience with CRM systems
• Experience with contact centre systems (SMARTZ, Avaya)
• Experience in a tolling transaction environment

Technical Competencies

• Knowledge of customer care best practices, including dealing with difficult customers
• Familiarity with inbound/outbound call processes
• Understanding of performance metrics (AHT, call answer speed, FCR), queue management, shift work
• Working knowledge of ticketing systems, CRM platforms, call logging software, and communication tools
• Awareness of POPIA, data accuracy, and information protection protocols

Key Responsibilities – Customer Engagement

• Handle inbound and outbound queries via phone, email, or digital channels
• Provide consistent and professional responses
• Research information using available systems
• Deliver accurate and timely customer service
• Follow call centre SOPs and operational requirements

Key Responsibilities – Operational

• Log and update cases using CRM, SMARTZ, or project tools
• Provide correct information on SANRAL Value-Added Services
• Resolve Tier 1 issues using scripts and SOPs
• Escalate unresolved cases and follow up
• Support outbound campaigns when needed
• Assist with admin tasks (data capturing, document verification, case updates)
• Participate in testing new systems or processes
• Contribute to knowledge management
• Maintain SANRAL’s professional service standards
• Work with internal teams to resolve recurring challenges

Reporting and Continuous Improvement

• Compile daily, weekly, and monthly reports on tickets, escalations, resolutions, and trends
• Ensure SLA and system compliance

Employment Reference Checks

Applicants must complete and sign a consent form for verification and record-keeping.
This document is confidential and for SANRAL HR use only.

Employment Equity

• Appointments will follow SANRAL’s Employment Equity Plan
• Preference may be given to current service providers who meet the requirements
• SANRAL may choose not to fill the position

Closing Date: 05 December 2025

How to Apply

Interested candidates are encouraged to submit their applications by clicking on the link below and following the online application process. Applicants must ensure that all required documents, including a detailed CV and certified copies of relevant qualifications, are uploaded correctly. It is important that all information provided is accurate, complete, and up to date, as incomplete applications will not be considered.

Only shortlisted applicants will be contacted for assessments, interviews, or reference checks as part of the recruitment process. Applicants are encouraged to apply before the closing date, as late submissions will not be accepted.