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Company: SANRAL (South African National Roads Agency SOC Limited)
Location: South Africa
Closing Date: 05 December 2025
Position Objective
The Customer Service Centre Agent provides frontline support to SANRAL customers by responding to queries, processing transactions, issuing eTags, and educating customers about tolling products and services. The role ensures excellent customer experience, service quality, and overall support to the Customer Service Centre’s operations.
Minimum Requirements
- NQF Level 5 Higher Certificate in Business Administration, Customer Service Management, Customer Care, Call Centre Management, Retail Management, Office Administration, or any related discipline.
- Three years of experience in a customer-facing environment.
- SAQA evaluation confirmation for international qualifications, where applicable.
Technical Competencies
- Knowledge of CRM systems, customer service software, and VoIP platforms.
- Ability to operate customer service–related systems such as data entry, email, online portals, and standard office applications.
- Strong understanding of SANRAL products and services including mobility accounts, payment options, and registration processes.
- Clear and empathetic communication skills, both telephonic and in-person.
- Time management and problem-solving abilities.
- Customer Relationship Management skills.
Key Responsibilities
Customer Service
- Provide frontline customer service at the Customer Centre.
- Maintain a professional and helpful attitude.
- Respond to all customer enquiries.
- Assist customers using the SANRAL mobile app.
- Support customers with Account-Based Ticketing (ABT) queries.
- Deliver services aligned with the Customer Satisfaction Scorecard benchmarks.
- Communicate with customers through various channels.
Customer Account Registration
- Create and register new customer accounts with accurate data capture.
- Ensure all registration information is verified and correctly recorded.
- Maintain and update the customer database.
Customer Complaints and Problem Solving
- Record and resolve customer complaints efficiently.
- Investigate issues and provide positive resolutions.
- Identify and report risks or concerns to the Supervisor.
- Flag issues that may affect SANRAL’s public reputation.
Financial and Administrative Duties
- Perform financial administration tasks.
- Comply with all cash-handling procedures.
- Reconcile financial transactions at the end of each shift.
- Complete required reporting forms daily.
Employment Reference Checks
Reference checks are mandatory as part of SANRAL’s recruitment process.
Applicants must complete and sign consent forms authorizing verification of information.
Employment Equity
Appointments will be made in line with SANRAL’s Employment Equity plan.
Preference will be given to individuals currently providing employment services to SANRAL who meet the minimum requirements.
Additional Information
Only shortlisted candidates will be contacted.
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