Location: Central Operations Centre (COC), 36 Assegai Wood Road, Centurion
Job Type: Permanent
Category: Contact Centre / Customer Service Jobs in South Africa
Reports To: Contact Centre Supervisor
Grade: B5 (Patterson Classic)
Salary: Market-related
Re-advertisement Notice:
If you applied previously, do NOT reapply. Your earlier application will still be considered.
Why This Opportunity Matters
SANRAL is expanding its Contact Centre team, offering 38 permanent roles ideal for experienced call centre professionals who want to grow their careers, contribute to national service delivery, and work at a high-performance operations centre.
This post is optimized for candidates searching for:
- Contact Centre Agent jobs in South Africa
- Call centre vacancies Centurion / Pretoria
- SANRAL jobs 2025
- Customer service careers SA
Minimum Requirements (Must-Have)
- NQF 5 Certificate in Contact Centre, Customer Service, or a related field
- Minimum 3 years’ experience in a call centre/contact centre environment
Preferred / Advantageous Experience
Candidates with the following will have an edge:
- CRM system experience
- Experience with telephony platforms (SMARTZ, Avaya, etc.)
- Exposure to tolling or transaction-based environments
Technical Skills You’ll Need
- Strong knowledge of customer care best practices, empathy techniques, and handling difficult interactions
- Understanding of inbound and outbound call processes
- Knowledge of key call centre KPIs:
- Call answer speed
- Average Handling Time (AHT)
- First Contact Resolution (FCR)
- Queue management
- Proficiency with ticketing systems, CRM tools, call logging software, Teams, email, and chat platforms
- Understanding of POPIA compliance, data accuracy requirements, and information protection
Key Responsibilities
1. Customer Engagement & Service Delivery
- Handle inbound and outbound customer queries via phone, email, and digital platforms
- Support multiple SANRAL projects—tolling, pothole reporting, vendor support, and more
- Deliver accurate, courteous, and professional assistance
- Use approved resources to research and resolve queries
- Follow contact centre SOPs and operational guidelines
2. Case Management & Query Resolution
- Capture and manage cases on CRM, SMARTZ, and other systems
- Provide accurate information on SANRAL’s Value Added Services
- Resolve Tier 1 queries independently
- Escalate complex cases and ensure follow-up communication
- Assist with outbound campaigns and administrative tasks (data capturing, document checks, etc.)
- Participate in testing new processes and systems
- Contribute to knowledge-base content by documenting issues and solutions
- Uphold SANRAL’s service standards and brand reputation
- Work with internal teams to reduce recurring queries
3. Reporting & Continuous Improvement
- Compile daily, weekly, and monthly performance and ticket reports
- Track call volumes, resolutions, escalations, trends, and SLA compliance
- Identify service challenges and recommend improvements
Employment Reference Checks
All candidates must complete a consent form allowing SANRAL to verify all information submitted.
This document is confidential and intended for SANRAL Human Resources only.
Employment Equity
Appointments will align with SANRAL’s Employment Equity Plan.
Preference may be given to individuals currently providing services to SANRAL who meet the minimum requirements.
SANRAL reserves the right not to fill this position.
How to apply
Closing Date: 05 December 2025
Only shortlisted candidates will receive feedback.