Customer Service Centre Agent (2805) at The South African National Roads Agency (SANRAL)

MINIMUM REQUIREMENTS:

• NQF Level 5 Higher Certificate in Business Administration, Customer Service Management, Customer Care, Call Centre Management, Retail Manager or Office Administration
• Three (3) years’ experience in customer-facing environment.

KEY RESPONSIBILITIES:

Customer Service

• Ensure a positive experience for all customers interacting with the Customer Centre.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Respond promptly to customer inquiries.
• Assist customers with the SANRAL mobile app, ensuring smooth and helpful user experience.
• Provide support to road users with queries related to Account-Based Ticketing (ABT).
• Deliver a high standard of service to road users, aligned with the Customer Satisfaction Scorecard benchmarks.
• Communicating with customers through various channels.

Customer Account Registration

• Create new customer accounts and capture required data and maintain such data.
• Ensure that all information required for registering accounts is accurately captured, whether it’s shared verbally, in writing, or through other means.
• Maintenance of customer database.

Customer Complaints and Problem Solving

• Handle challenging customer interactions with confidence and professionalism, working to resolve concerns and overcome objections effectively.
• Stay alert to potential risks within the service outlet and report any concerns to the Supervisor in a timely manner.
• Flag and escalate any issues that could impact SANRAL’s public reputation.