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

POSITION OBJECTIVE:

• The purpose of the Customer Center Supervisor role is to oversee the operations and performance of SANRAL’s Customer Service Centre, ensuring efficient service delivery and operational excellence. The role is responsible for managing staff, coordinating daily activities, monitoring service quality, and implementing processes that enhance customer experience.
• This position plays a critical role in driving compliance with tolling regulations, resolving escalated issues promptly, and ensuring that the center meets its operational targets and service-level standards. The Customer Center Supervisor/Branch Manager also supports continuous improvement initiatives and upholds SANRAL’s commitment to providing seamless and customer-focused service.

MINIMUM REQUIREMENTS:

• NQF Level 5 Higher Certificate in Business Administration, Customer Service Management, Customer Care, Call Centre Management, Retail Manager or Office Administration
• Five (5) years’ experience in customer service environment, of which 2 years must be at a supervisory level.

(Where applicable, a candidate must produce an official SAQA evaluation confirmation of their international qualification.) 

TECHNICAL COMPETENCIES:

• Familiarity with Customer Center related software, CRM systems, and VoIP platforms is essential. 
• Ability to effectively operate customer service–related systems and digital tools, including data entry, email communication, online portals, and standard office applications.
• In-depth understanding of SANRAL products and services (Customer mobility accounts, payment options, self-service channels), including processes for registration, billing, and dispute resolution to effectively describe them to customers.
• Clear, concise and empathetic communication, therefore conveying information effectively over the phone and in-person.
• Ability to engage with road users/customers in a professional, respectful, and solution-focused manner, ensuring high levels of customer satisfaction. 
• Ability to handle multiple tasks simultaneously, such as handling calls, updating customer records in the CRM related system, and making notes.
• Time management
• Problem Solving abilities
• Customer Relationship Management

KEY RESPONSIBILITIES:

Operational Oversight

• Manage all front-office and back-office operations: account registrations, data capturing, reconciliations, and transaction processing.
• Coordinate daily scheduling and allocation of staff resources, ensuring sufficient coverage and operational efficiency.
• Monitor branch systems and facilities to ensure readiness and uninterrupted service delivery.
• Oversee ABT and SANRAL mobile app functionality, ensuring technical or operational issues are escalated and resolved promptly.
• Act as the escalation point for unresolved customer concerns, complaints, or disputes that frontline staff cannot close.
• Streamline workflows and processes to reduce inefficiencies, redundancies, and error rates.
• Maintain branch business continuity, ensuring that disruptions are minimized, and alternative measures are in place when needed.

Compliance Risk and Financial Control

• Enforce strict adherence to SANRAL policies and procedures, particularly cash handling and stock management.
• Verify accuracy of financial transactions, ensuring all reconciliations balance and discrepancies are escalated.
• Identify, report, and address risks, irregularities, and non-compliance promptly, in line with SANRAL’s risk management framework.
• Ensure compliance with POPIA, audit standards, and internal governance frameworks.
• Oversee and maintain branch audit readiness, ensuring documentation and processes withstand scrutiny.
• Provide oversight for asset and resource control, ensuring proper management and safeguarding of CSC resources.

Reporting

• Prepare and submit daily, weekly and monthly reports to the Area Manager
• Compile and submit all required operational reports for the site, capturing daily activities.
• Report on daily outlet operations, any time-management issues, procedural deviations, or incidents.
• Ensure all reports are submitted promptly, adhere to CSC guidelines, and maintain a high level of accuracy.

As a supervisor, it is an inherent function of the role to exercise leadership and people management such as; facilitating structured onboarding programs, equipping new staff with system and product knowledge, and service protocols, coaching and monitoring performance, as well as cultivating a culture of accountability and teamwork.