Location: Centurion, Gauteng
Closing Date: 11 August 2025
The South African National Roads Agency SOC Ltd (SANRAL) is hiring 38 Contact Centre Agents to be based at its Central Operations Centre in Centurion. These are permanent roles, suited for individuals with solid experience in customer service and contact centre operations.
Position Details
- Job Title: Contact Centre Agent (x38)
- Type: Permanent
- Location: 36 Assegai Wood Road, Centurion, Gauteng
- Grade: B5 (Patterson Classic)
- Reports To: Contact Centre Supervisor
- Salary: Market-related
- Target Group: SANRAL staff and external applicants
Minimum Requirements
- NQF Level 5 qualification in Contact Centre Operations or Customer Service
- Minimum 3 years of experience in a call/contact centre environment
Added Advantage:
- Experience using CRM systems
- Familiarity with contact centre phone systems such as SMARTZ or Avaya
Key Competencies
- Sound understanding of customer service and call-handling best practices
- Knowledge of inbound/outbound processes and key performance metrics
- Familiarity with CRM platforms, ticketing, and call logging systems
- Awareness of data accuracy, POPIA compliance, and customer data protection
- Proficiency in digital communication tools (email, Teams, chat interfaces)
Key Responsibilities
Customer Interaction & Support
- Handle incoming/outgoing calls, emails, and digital queries (tolling, potholes, vendor support, etc.)
- Provide accurate and professional responses aligned with service standards
- Resolve issues using available resources
- Follow SANRAL’s call centre SOPs and quality protocols
Case Management & Admin Support
- Log and update customer queries using CRM, SMARTZ, or project-specific tools
- Share accurate information on SANRAL’s products and services
- Resolve Tier 1 queries using provided scripts and SOPs; escalate if needed
- Assist in outbound campaigns, data entry, and document verification
- Participate in testing and provide feedback for service improvements
- Maintain detailed documentation of customer interactions
Reporting & Continuous Improvement
- Compile daily/weekly/monthly reports on ticket volumes, resolutions, and trends
- Track SLA compliance and contribute to process improvements
Additional Information
Reference Checks:
Shortlisted candidates will be required to complete and sign a consent form for employment reference and credential verification. This will be handled confidentially by SANRAL’s HR department.
Employment Equity:
Appointments will be made in accordance with SANRAL’s Employment Equity Plan.
Note: SANRAL reserves the right not to fill the position.
How to Apply
Apply here: Permanent Contact Centre Agent Positions
SANRAL: 38 Permanent Contact Centre Agent Positions
