Discover details about SANRAL’s 38 Contact Centre Agent posts across South Africa. Learn job requirements, responsibilities, application steps
What These Roles Are All About
SANRAL is recruiting 38 Contact Centre Agents to join its Central Operations Centre in Centurion. These are permanent call centre positions aimed at delivering efficient and helpful engagement with road users on tolling queries, vendor support, incident reporting, and more.
What the Job Involves
- User Interaction: Handling inbound and outbound calls, emails, chats, and digital queries. Deliver consistent, informed service across various SANRAL projects, ranging from toll questions to road incident reports.
- Issue Resolution: Use provided scripts and standard operating procedures to resolve Tier 1 queries. Escalate complex cases when needed, ensuring ongoing communication until resolution.
- Case Management: Log, track, and close customer tickets using CRM tools. Support outbound campaigns, data entry, and document submission as required.
- Service Improvement: Help build knowledge bases, update FAQs, and test new tools. Support internal quality and efficiency efforts.
- Reporting: Provides insights on ticket volume, resolution effectiveness, and trends. Aid in service delivery optimization through regular reporting.
What You Need to Be Eligible
- Have an NQF Level 5 Certificate in Contact Centre Operations or Customer Service.
- Possess at least 3 years of relevant call centre experience.
- Preferably experienced with CRM systems and contact centre tools like SMARTZ or Avaya.
- Demonstrated understanding of customer-care best practices, inbound/outbound handling, SLA metrics, and data privacy rules.
Why These Roles Matter
- Crucial for Customer Satisfaction
These agents are the frontline in ensuring that road users and partners receive prompt, accurate assistance—reinforcing trust in SANRAL’s services. - Operational Efficiency and Insights
By capturing and tracking customer interactions and service trends, agents directly contribute to ongoing improvements in operations and service delivery. - Stable, Government-Backed Roles
As permanent positions within a state-owned enterprise with national reach, they offer excellent job security and chances for professional growth.
How to Apply for One of the Posts
- Visit SANRAL’s official careers portal.
- Apply before the deadline (typically mid-August, e.g., 11 August 2025).
- Submit your certified ID, educational qualifications, and detailed CV.
- Be ready for reference and equity checks in line with SANRAL’s internal policy.
Perks and Culture Insights
- Work-Life Balance: Staff ratings show SANRAL supports decent hours in call centre roles.
- Career Advancement: Many employees report opportunities to grow into supervisory roles or across other service channels.
Note: Specifics on benefits and work culture in contact centre teams are limited, but SANRAL is regarded as stable with structured career offerings.
Tips to Stand Out as an Applicant
- Highlight your background in managing call volumes, resolving queries, or improving service processes.
- Showcase familiarity with tools like CRM platforms or Service Desk software.
- Mention your understanding of customer confidentiality and service-level metrics.
- If you have experience at a company like SANRAL or handling tolling services, make it prominent.
Summary Table
| Feature | Details |
|---|---|
| Role | Contact Centre Agent (38 posts) |
| Location | Central Operations Centre, Centurion |
| Type | Permanent |
| Education | NQF Level 5 Certificate (Contact Centre or Customer Service) |
| Experience | Minimum 3 years in contact centre role |
| Key Tasks | Call handling, case management, reporting, knowledge building |
| Why It Matters | Key to customer support and operational excellence |
Final Thoughts
If you thrive in service environments, are tech-savvy, and eager to support road users with efficiency and empathy, these 38 Contact Centre Agent roles at SANRAL present a solid opportunity. With good job security and room for progression, this could be your next meaningful career move.
