Job Location:
Central Operations Centre (COC), 36 Assegai Wood Road, Centurion, South Africa
Salary:
Market-related
Job Type:
Permanent
Grade:
B5 (Patterson Classic)
Reports To:
Contact Centre Supervisor
Closing Date:
11 August 2025
Minimum Requirements:
- NQF Level 5 Certificate in Contact Centre or Customer Service
- Minimum 3 years of relevant experience in a contact centre or call centre environment
Advantageous:
- Experience with CRM systems
- Knowledge of contact centre telephone systems (e.g. SMARTZ, Avaya)
Technical Competencies:
- Strong understanding of customer care best practices and service recovery
- Familiarity with inbound and outbound call handling
- Understanding of key performance metrics: call answer speed, average handling time, first contact resolution
- Experience with CRM, call logging, and digital communication tools (email, Teams, chat)
- Awareness of POPIA compliance and customer data protection protocols
Key Responsibilities:
Customer Engagement:
- Manage inbound and outbound customer interactions via phone, email, and digital platforms
- Deliver professional and consistent responses across multiple SANRAL projects (e.g. toll, vendor support, pothole reporting)
- Research information to resolve queries accurately and promptly
- Meet call centre operational standards and adhere to SOPs
Case Management & Query Resolution:
- Accurately log and track customer cases using internal systems (CRM, SMARTZ)
- Provide clear and accurate product and service information
- Independently resolve Tier 1 issues using scripts and SOPs
- Escalate unresolved issues and follow up with relevant teams
- Support outbound campaigns and administrative tasks such as data capturing and document verification
- Participate in process improvement and testing of new tools
- Contribute to internal knowledge bases and ensure excellent customer service
Reporting & Continuous Improvement:
- Compile and report on ticket volumes, resolution rates, escalations, and service trends
- Ensure compliance with SLAs and internal systems
Additional Information:
- Employment reference checks will be conducted, requiring signed consent.
- SANRAL is committed to Employment Equity. Appointments will align with its Employment Equity Plan.
- SANRAL reserves the right not to fill the position.
How to Apply:
Apply here
Submit your application via SANRAL’s Career Portal by 11 August 2025.
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