38 X Contact Centre Agents

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

TECHNICAL COMPETENCIES:

• Knowledge of customer care best practices, including handling difficult interactions, empathy, and service recovery.
• Familiarity with call handling processes for inbound and outbound.
• Understanding performance metrics (e.g. Call answer speed, average handling time, first contact resolution), queue management, and shift work expectations.
• Working knowledge of ticketing systems, CRM platforms, call logging software, and communication tools like email, Teams, or chat interfaces.
• Awareness of the importance of data accuracy, POPIA compliance, and protocols for protecting customer and vendor information.

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

Reporting and Continuous improvement by collating daily/weekly/monthly ticket volumes, resolutions, escalations, and emerging trends. Report on the system and SLA compliance

EMPLOYMENT REFERENCE CHECKS

Employment reference checks are a requirement as part of SANRAL’s recruitment and selection process. In order for SANRAL to conduct these checks a consent form needs to be completed and signed by the applicant. As an applicant of this position, you authorize SANRAL to process all the information provided for the purpose of your application for the position as well as the verification and record keeping of such credentials.

Please note that this is a confidential document and is intended for internal use by SANRAL’s Human resources department only.

EMPLOYMENT EQUITY

Appointments will be made in accordance with SANRAL’s Employment Equity plan.

SANRAL reserves the right not to fill any position.

Closing date for applications: 11 August

Please submit your APPLICATION USING SANRAL’s Career Portal.