SANRAL Career Opportunity: Contact Centre Agents (38 Positions)
Position Overview:
Join South African National Roads Agency (SANRAL) as a Contact Centre Agent. We seek 38 dynamic professionals to deliver exceptional customer service and support our national infrastructure initiatives.
Key Details:
- Position: Contact Centre Agent (x38 posts)
- Reports To: Contact Centre Supervisor
- Employment Type: Permanent
- Salary: Market-related compensation package
- Grade: B5 (Patterson Classic)
- Application Deadline: 11 August | Open until filled
Minimum Requirements:
- NQF 5 Certificate in Contact Centre Management/Customer Service
- 3+ years experience in contact centre operations
- Proven track record in phone-based customer support
Preferred Qualifications:
- Experience with CRM systems (e.g., SMARTZ, Avaya)
- Knowledge of customer service best practices
- Familiarity with POPIA compliance requirements
Technical Competencies:
- Proficiency in call management systems
- Experience with digital communication platforms (email, Teams, chat)
- Understanding of key metrics: call handling time, first-resolution rates
- Ticket management system expertise
Key Responsibilities:
Customer Service Operations:
- Manage 50+ daily customer interactions across multiple channels
- Resolve toll queries, pothole reports, and vendor support issues
- Maintain 90%+ first-call resolution rate
Case Management:
- Accurate logging of 100% customer interactions
- Escalate complex cases within 24-hour SLA
- Maintain 98% data accuracy in CRM systems
Continuous Improvement:
- Participate in monthly process optimization workshops
- Contribute to knowledge base updates
- Support new system implementations
Employment Considerations:
- Successful candidates subject to reference checks
- Employment equity appointments in line with SANRAL policies
- Right to not fill positions reserved
How to Apply:
Submit applications through SANRAL’s career portal:
Apply Online via SANRAL Career Portal
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