38 X Contact Centre Agents
Location: 36 Assegai Wood Road, Centurion
Job Type Classification: Permanent
Closing Date: Not Specified
Salary: market related
Purpose of the Role
The Contact Centre Agent is responsible for delivering consistent, efficient, and high-quality customer service across multiple communication channels including telephone, email, and digital platforms. As the first point of contact, you will play a vital role in ensuring that customer queries, complaints, and service requests are handled promptly and professionally, in line with SANRAL’s customer service standards and POPIA-compliant practices.
You will work on various SANRAL projects including but not limited to road toll support, pothole reporting, vendor query resolution, and value-added service enquiries.
Minimum Requirements
To be considered for this role, candidates must meet the following:
- NQF Level 5 Certificate in Contact Centre Management / Customer Service
- A minimum of 3 years’ experience working in a contact centre / call centre environment
Advantageous Qualifications & Experience
- Experience working with Customer Relationship Management (CRM) systems
- Exposure to contact centre telephone platforms such as SMARTZ, Avaya, or similar systems
- Experience handling multi-channel support (voice, email, web chat, social media)
Technical Competencies
- Comprehensive understanding of customer care best practices — including service recovery, complaint handling, empathy, and professionalism
- Proficient knowledge of inbound and outbound call handling procedures
- Familiarity with call centre performance metrics such as:
- Call Answer Speed
- Average Handling Time (AHT)
- First Contact Resolution (FCR)
- Queue Management
- Competency in using ticketing, call-logging, or CRM software for query tracking and resolution
- Solid understanding of data privacy, POPIA compliance, and confidentiality in handling customer/vendor information
- Experience using digital tools like Microsoft Teams, email platforms, and chat interfaces
Key Responsibilities
🗣️ 1. Customer Engagement & Interaction
- Handle inbound and outbound calls, emails, and digital channel queries in a courteous and professional manner
- Respond to customer enquiries, complaints, service requests, or feedback relating to SANRAL’s services and projects
- Follow scripts, standard operating procedures (SOPs), and quality protocols to ensure accurate, consistent, and efficient service
- Exhibit active listening, clear communication, and empathy during customer interactions
- Provide clear and concise information on SANRAL’s products, services, and policies
2. Operational Case Management
- Log, update, and track cases accurately using CRM systems (including SMARTZ and other project-specific tools)
- Resolve Tier 1 queries independently at first point of contact
- Escalate complex or unresolved queries to relevant departments, ensuring the case is followed up with the client
- Assist in outbound campaigns including:
- Feedback requests
- Service updates
- Public notifications
- Conduct data capturing, document verification, and administrative updates as needed
- Support the testing of new systems, scripts, or processes, and offer feedback to improve efficiency and customer satisfaction
3. Knowledge Management & Team Collaboration
- Document frequent issues and resolutions in knowledge bases to assist team learning and future query handling
- Collaborate closely with colleagues and supervisors to resolve recurring or high-impact service issues
- Participate in training sessions, team meetings, and internal service reviews
- Continuously stay updated with project changes, new services, public announcements, and compliance requirements
4. Reporting & Continuous Improvement
- Contribute to daily, weekly, and monthly reporting of:
- Number of tickets/calls received
- Resolved vs. escalated cases
- Customer satisfaction trends
- System performance and SLA compliance
- Identify recurring service gaps and provide insight into improving processes or scripts
- Support a culture of accountability, learning, and high performance
Employment Checks & Consent
All shortlisted candidates will undergo employment reference checks as part of SANRAL’s recruitment process. By applying for this position, you authorize SANRAL to verify all personal and educational information, conduct background checks, and retain your application data for recordkeeping.
Applicants must complete and sign SANRAL’s consent form to facilitate reference checks and data verification.
Employment Equity Statement
SANRAL is an equal opportunity employer committed to transformation and equity in the workplace. Appointments will be made in line with SANRAL’s Employment Equity Plan. We encourage applicants from designated groups, particularly women and people with disabilities, to apply.
Important Notices
- Only applicants who meet the minimum requirements will be considered.
- SANRAL reserves the right not to fill this position.
- Incomplete or late applications will not be processed.
- If you do not receive a response within 30 days of the closing date, please consider your application unsuccessful.
How to Apply?
Click the Button Below to Apply Online..
Join Our Whatsapp Channel
Click the Button Below to Join Online..
JOIN HERE