Join SANRAL’s Contact Center Team: A Career in Customer Service Excellence

The South African National Roads Agency SOC Limited (SANRAL) is seeking passionate and dedicated individuals to join its contact center team in Centurion, Gauteng. With a closing date for applications on August 11, 2025, this is an exciting opportunity to contribute to South Africa’s world-class road infrastructure while building a rewarding career in customer service. Below, we outline the requirements, responsibilities, and benefits of becoming a SANRAL contact center agent, as well as how you can apply for this dynamic role.

Why Work as a SANRAL Contact Center Agent?

SANRAL’s contact center agents are the voice of the agency, ensuring that motorists, stakeholders, and communities receive timely and professional support. From assisting with toll payments to addressing road safety concerns, these agents play a critical role in enhancing the travel experience across South Africa’s national road network. Joining SANRAL means being part of a team dedicated to service excellence, innovation, and community impact.

Minimum Requirements

To qualify for the contact center agent position, candidates must meet the following criteria:

• Qualification: An NQF 5 Certificate in Contact Centre or Customer Service.

• Experience: A minimum of three years’ relevant experience in a contact center or call center environment.

Advantageous Skills

While not mandatory, the following skills will give applicants an edge:

• Experience with Customer Relationship Management (CRM) systems.

• Familiarity with contact center telephone systems, such as SMARTZ or Avaya.

Key Technical Competencies

SANRAL is looking for candidates who demonstrate the following skills and knowledge:

• Customer Care Expertise: Proficiency in best practices for customer service, including handling difficult interactions, showing empathy, and implementing service recovery techniques.

• Call Handling: Strong understanding of inbound and outbound call processes.

• Performance Metrics: Familiarity with key metrics such as call answer speed, average handling time, and first contact resolution, as well as queue management and shift work expectations.

• System Knowledge: Working experience with ticketing systems, CRM platforms, call logging software, and communication tools like email, Microsoft Teams, or chat interfaces.

• Data Compliance: Awareness of the importance of data accuracy, adherence to the Protection of Personal Information Act (POPIA), and protocols for safeguarding customer and vendor information.

Key Responsibilities

As a SANRAL contact center agent, you will be entrusted with a range of responsibilities to ensure exceptional service delivery:

Customer Engagement

• Handle inbound and outbound interactions (phone, email, or digital channels) for queries related to toll payments, pothole reports, vendor support, and other SANRAL projects.

• Provide professional, consistent, and courteous responses to customer inquiries.

• Research and deliver accurate information using available resources.

• Adhere to contact center operational requirements and standard operating procedures (SOPs).

• Ensure timely and accurate responses that align with SANRAL’s service standards.

Operational (Case Management & Query Resolution)

• Log, track, and update customer and stakeholder cases accurately using internal systems like CRM, SMARTZ, or project-specific tools.

• Provide accurate information about SANRAL’s Value Added Services, such as toll payment options or the SANRAL Mobile App.

• Resolve Tier 1 issues independently using provided scripts, SOPs, and guides.

• Escalate unresolved cases to relevant teams and ensure effective feedback loops.

• Support proactive outbound campaigns as needed.

• Perform administrative tasks, including data capturing, document verification, and case updates.

• Participate in testing new solutions or processes and provide frontline feedback for improvement.

• Contribute to Knowledge Management by documenting problems, solutions, and customer interactions.

• Collaborate with internal teams to address recurring issues and maintain SANRAL’s professional image.

Reporting and Continuous Improvement

• Collate daily, weekly, and monthly data on ticket volumes, resolutions, escalations, and emerging trends.

• Ensure compliance with service level agreements (SLAs) and report on system performance.

Employment Reference Checks

As part of SANRAL’s recruitment process, employment reference checks are mandatory. Applicants must complete and sign a consent form, authorizing SANRAL to verify the provided information for application purposes, including credential checks and record-keeping. This document is confidential and used solely by SANRAL’s Human Resources department.

Commitment to Employment Equity

SANRAL is committed to diversity and inclusion. Appointments will be made in line with the agency’s Employment Equity plan, ensuring fair representation across its workforce. Note that SANRAL reserves the right not to fill any position.

How to Apply

Ready to join SANRAL’s contact center team? Submit your application via SANRAL’s Career Portal . Don’t miss this opportunity to make a difference in South Africa’s road network!