Contact Centre Agent (2757) at The South African National Roads Agency (SANRAL)

MINIMUM REQUIREMENTS

• NQF 5 Certificate in Contact Centre / Customer Service
• Three (3) years minimum relevant experience in a contact centre / call centre environment.

ADVANTAGEOUS:

• Experience in Customer Relation Management (CRM) System
• Experience in contact centre telephone systems e.g. SMARTZ, Avaya

KEY RESPONSIBILITIES

Customer Engagement

• Handle inbound and outbound interactions (all types of queries) via telephone, email, or digital channels across various existing projects (e.g. toll, pothole reports, vendor support etc.) and any new projects as required.
• Respond professionally to customer enquiries, in a consistent manner.
• Research required information using available resources.
• Ensure accurate, courteous, and timely responses in line with service standards.
• Adhere to Call Centre operational requirements and standard operating procedures.

KEY RESPONSIBILITIES (continued)

Operational (Case Management & Query Resolution)

• Accurately log, track and update customer and stakeholder cases using internal systems (CRM, SMARTZ, or project-specific tools).
• Provide customers with accurate product and service information regarding SANRAL’s Value Added Services.
• Resolve Tier 1 issues (First Contact) independently using provided scripts, SOPs and guides.
• Escalate unresolved cases and ensure feedback loops with relevant teams or departments.
• Assist with proactive outbound campaigns as required.
• Support project-specific admin tasks such as data capturing, document verification, and case updates.
• Participate in testing of new solutions/processes and providing frontline feedback for improvement.
• Contribute to Knowledge Management by documenting problems, solutions, and all customer interactions.
• Maintain a high standard of customer service and uphold SANRAL’s professional image.
• Collaborate with internal teams to resolve recurring issues