Requisition ID: 2757
📍 Location: Central Operations Centre (CoC), 36 Assegai Wood Road, Centurion
📅 Closing Date: 11 August 2025
💼 Appointment Type: Permanent
📊 Grade: Patterson B5
💰 Salary: Market-related
🎯 Position Objective
To provide first-line customer service support for SANRAL across multiple channels including telephone, email, and digital platforms. Agents will handle inbound and outbound communications across various projects such as toll operations, pothole reports, and vendor support.
✅ Minimum Requirements
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NQF 5 Certificate in Contact Centre / Customer Service
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3 years’ experience in a call centre/contact centre environment
➕ Advantageous:
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Experience using Customer Relationship Management (CRM) systems
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Familiarity with systems like SMARTZ or Avaya
🧩 Key Responsibilities
Customer Engagement
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Respond to customer queries via calls, emails, and digital platforms
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Provide consistent, professional responses using available tools
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Meet call handling standards and SOPs (first contact resolution, handling time, etc.)
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Research information using internal systems to resolve queries
Operational Support
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Accurately log and update cases in CRM, SMARTZ, or other platforms
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Resolve Tier 1 (first-line) issues independently using SOPs
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Escalate complex issues while ensuring follow-up and feedback
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Assist with outbound campaigns and proactive customer engagement
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Support admin tasks: document verification, data capture, and case updates
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Participate in solution/process testing and offer user feedback
Reporting & Improvement
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Track daily, weekly, and monthly call volumes, trends, and SLA compliance
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Report issues or service gaps for continuous improvement
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Contribute to the knowledge base by documenting common queries and solutions
🧠 Required Competencies
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Excellent verbal communication and listening skills
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Call handling and queue management
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Knowledge of customer care best practices and SLA metrics
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Familiarity with POPIA compliance and data handling protocols
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Time management and multi-channel query handling
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Proficient in Microsoft Office and communication tools (Teams, email, chat)
🔐 Employment Checks & Conditions
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Employment reference checks will be conducted
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Consent forms must be signed for background verification
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SANRAL complies with Employment Equity and reserves the right not to fill the position
🛑 Important Application Notes
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🗓 Application deadline: 11 August 2025
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📍 Apply via the SANRAL Career Portal (no email applications)
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Only shortlisted candidates will be contacted