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Contact Centre Agent x38
38 X Contact Centre Agents
| TO | SANRAL Staff / External (www.nra.co.za) |
| REPORTS TO | Contact Centre Supervisor |
| DATE | 27 November 2025 |
| GRADE | B5 (Patterson Classic) |
| SALARY | Market-related |
| LOCATION | Central Operations Centre (COC): 36 Assegai Wood Road, Centurion |
| APPOINTMENT TYPE | Permanent |
This is a readvertisement, you need not reapply if you applied previously. We will reconsider your application.
MINIMUM REQUIREMENTS
- NQF 5 Certificate in Contact Centre, Customer Service or any other discipline
- 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
- Proven experience in a tolling transaction environment
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.
Preference will be given to personnel who are providing employment services to SANRAL, however, meet the minimum requirements.
SANRAL reserves the right not to fill any position.
Closing date for applications: 05 December 2025
Feedback will be provided to short-listed candidates only.
Click here to apply
Customer Service Centre Agent X45
This is a readvertisement, you need not reapply if you applied previously. We will reconsider your application.
| TO | SANRAL Staff / External (www.nra.co.za) |
| REPORTS TO | Customer Service Centre Supervisor |
| DATE | 27 November 2025 |
| GRADE | B5 (Patterson Classic) |
| SALARY | Market-related |
| LOCATION | Central Operations Centre (COC): 36 Assegai Wood Road, Rooihuiskraal, Centurion |
| APPOINTMENT TYPE | Permanent |
POSITION OBJECTIVE:
The purpose of the Customer Service Centre Agent role is to provide frontline support and service to SANRAL customers by responding to queries, processing transactions, issuing eTags, and educating customers about tolling products and services.
The role is essential in ensuring positive customer experience, maintaining service quality standards, and supporting the effective operation of the Customer Service Centre. Customer Service Centre Agent play a key role in facilitating toll compliance, resolving issues timeously, and upholding SANRAL’s commitment to service excellence.
MINIMUM REQUIREMENTS:
- NQF Level 5 Higher Certificate in Business Administration, Customer Service Management, Customer Care, Call Centre Management, Retail Management, Office Administration or any other discipline
- Three (3) years’ experience in customer-facing environment.
(Where applicable, a candidate must produce an official SAQA evaluation confirmation of their international qualification.)
TECHNICAL COMPETENCIES:
- Familiarity with Customer Center related software, CRM systems, and VoIP platforms is essential.
- Ability to effectively operate customer service–related systems and digital tools, including data entry, email communication, online portals, and standard office applications.
- In-depth understanding of SANRAL products and services (Customer mobility accounts, payment options, self-service channels), including processes for registration, billing, and dispute resolution to effectively describe them to customers.
- Clear, concise and empathetic communication, therefore conveying information effectively over the phone and in-person.
- Time management.
- Problem Solving abilities.
- Customer Relationship Management.
KEY RESPONSIBILITIES:
Customer Service
- Ensure a positive experience for all customers interacting with the Customer Centre.
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- Respond promptly to customer inquiries.
- Assist customers with the SANRAL mobile app, ensuring smooth and helpful user experience.
- Provide support to road users with queries related to Account-Based Ticketing (ABT).
- Deliver a high standard of service to road users, aligned with the Customer Satisfaction Scorecard benchmarks.
- Communicating with customers through various channels.
Customer Account Registration
- Create new customer accounts and capture required data and maintain such data.
- Ensure that all information required for registering accounts is accurately captured, whether it’s shared verbally, in writing, or through other means.
- Maintenance of customer database.
Customer Complaints and Problem Solving
- Handle challenging customer interactions with confidence and professionalism, working to resolve concerns and overcome objections effectively.
- Stay alert to potential risks within the service outlet and report any concerns to the Supervisor in a timely manner.
- Flag and escalate any issues that could impact SANRAL’s public reputation.
The incumbent is also required to manage financial administration by maintaining strict compliance with cash-handling procedures and reconciling financial transactions at the end of each shift. Reporting forms part of the inherent functions of the role.
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.
Preference will be given to personnel that are providing employment services to SANRAL, however, that meet the minimum requirements.
Closing date for applications: 05 December 2025
Please note that feedback will be given to shortlisted candidates only.
Click here to apply
Logistics Officer
| TO | SANRAL Staff / External (www.nra.co.za) |
| REPORTS TO | Logistics Supervisor |
| DATE | 27 November 2025 |
| CLOSING DATE | 05 December 2025 |
| GRADE | C2 (Patterson Classic) |
| SALARY | Market-related |
| LOCATION | SANRAL Head Office.Central Operations Centre (COC): 36 Assegai Wood Road, Rooihuiskraal, Centurion |
| APPOINTMENT TYPE | Permanent |
POSITION OBJECTIVE:
The Logistics Officer is responsible for managing and executing a wide range of logistics and inventory functions, ensuring the smooth flow of stock and consumables across Customer Service Centers (CSCs), Toll Agencies, Self-Service Terminals (SSTs), and Road User deliveries. The role demands accuracy, efficiency, and a proactive approach to maintaining optimal stock levels, fulfilling dispatch requirements, and supporting business continuity through effective inventory and documentation management.
MINIMUM REQUIREMENTS:
- An NQF Level 5 qualification in Logistics Management, Supply Chain Management, Transport Management, Business or Office Administration, or a related field.
- Three (3) years’ experience in logistics, supply chain, or inventory management within a similar operational environment
(Where applicable, a candidate must produce an official SAQA evaluation confirmation of their international qualification.)
TECHNICAL COMPETENCIES:
- Familiarity with warehouse safety standards and logistics compliance requirements.
- Familiarity with logistics software, data analysis tools (like spreadsheets) CRM
- Ability to manage stock levels, track inventory, and ensure accuracy.
- Strong attention to detail for tracking packages and managing documentation.
- Data Entry & Record-Keeping
- Meets daily deadlines for processing shipments and updating records
- Prioritizes tasks efficiently during high-volume periods.
- Follows standard operating procedures for handling, labeling, dispatching, and receiving stock.
- Clear communication with suppliers, transport providers, internal teams, and clients.
- Conflict resolution and negotiation skills.
KEY RESPONSIBILITIES:
Logistics and Operational Coordination
- Maintain accuracy between physical stock, system records, and reconciliations.
- Ensure orders are dispatched/delivered within agreed turnaround times.
- Delivery Tracking: Monitor and update delivery schedules daily
- Stock Overwrite Control: Identify and rectify all cashier overwrites.
- Inventory Adjustments: Ensure price and quantity adjustments are completed before new stock is released to the floor.
- Identify and report on variances and stock integrity.
Financial & Transactional Control
- Reconciliation Accuracy: Achieve 100% accuracy in daily reconciliation of goods received, dispatched, and invoiced.
- Supplier Returns & Credit: Process and close 100% of returns and credits within agreed timelines.
- Shrinkage Control: Maintain stock losses within target threshold (≤ X% monthly).
- Compliance: Zero instances of unreported variances or missing documentation during..
Compliance & Risk Management
- Policy Adherence: 100% compliance with stock handling, receiving, and dispatch SOPs.
- Risk Reporting: Report and escalate all discrepancies, theft, or damage within 24 hours.
- Audit Readiness: Maintain audit files and documentation to achieve satisfactory audit outcomes.
- HSE Compliance: Zero lost-time incidents in receiving/dispatch areas due to negligence.
Supplier & Internal Stakeholder Coordination
- Supplier Communication: Follow up 100% of placed orders and confirm delivery dates proactively.
- Internal Collaboration: Maintain daily communication with store admin, receiving clerks, and management to resolve issues.
- Customer Support: Provide accurate delivery information to store staff and customers when required..
It is an inherent function of the role to drive continuous improvement, by looking into process efficiencies and opportunities to reduce logistical costs. Periodic reporting as per regulations, policies or requests from management.
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 to not fill a vacancy.
Feedback will be provided to shortlisted candidates only.
Click here to apply
We wish you all the best with your applications
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