SANRAL invites suitably qualified South African applicants to apply for the Contact Centre Agent (38 Posts) positions for 2025.
Vacancy Application Closing Date: 05 December 2025
Vacancy Location: Central Operations Centre (COC), 36 Assegai Wood Road, Centurion, Gauteng, South Africa
About SANRAL Contact Centre Agent Vacancies 2025
The South African National Roads Agency SOC Ltd (SANRAL) is recruiting 38 Contact Centre Agents to join its Central Operations Centre in Centurion. These permanent posts form part of SANRAL’s customer-facing operations, supporting road users, vendors and other stakeholders through telephone, email and digital channels.
Successful candidates will handle queries related to services such as toll transactions, pothole reporting, vendor support and other SANRAL projects, ensuring professional, efficient and compliant customer service.
Position Details
- Job Title: Contact Centre Agent
- Requisition ID: 2757
- Number of Posts: 38
- Grade: B5 (Patterson Classic)
- Salary: Market-related
- Appointment Type: Permanent
- Location: Central Operations Centre (COC), 36 Assegai Wood Road, Centurion
- Closing Date: 05 December 2025
Note: This is a readvertisement – if you previously applied for this position, you do not need to reapply; your earlier application will still be considered.
Minimum Requirements
To be considered for the SANRAL Contact Centre Agent vacancies, applicants must meet the following minimum requirements: (career2.successfactors.eu)
- NQF 5 Certificate in Contact Centre, Customer Service, or any other discipline
- At least 3 years’ relevant experience in a contact centre / call centre environment
Advantageous Experience
The following will be an added advantage: (career2.successfactors.eu)
- Experience working on a Customer Relationship Management (CRM) system
- Experience with contact centre telephone systems such as SMARTZ or Avaya
- Proven experience in a tolling transaction environment
Technical Competencies
Successful candidates are expected to demonstrate strong technical and operational capabilities, including: (career2.successfactors.eu)
- Knowledge of customer care best practices (handling difficult interactions, empathy, service recovery)
- Familiarity with inbound and outbound call handling processes
- Understanding of contact centre performance metrics, such as:
- Call answer speed
- Average handling time (AHT)
- First contact resolution (FCR)
- Queue management and shift work expectations
- Working knowledge of:
- Ticketing systems
- CRM platforms
- Call logging software
- Communication tools (email, MS Teams, chat interfaces)
- Awareness of data accuracy, POPIA compliance, and protocols for protecting customer and vendor information
Key Responsibilities
Customer Engagement
As a Contact Centre Agent, your core responsibilities will include:
- Handling inbound and outbound interactions via telephone, email, and digital channels
- Responding professionally and consistently to all customer queries
- Researching and sourcing required information using available systems and resources
- Ensuring accurate, courteous and timeous responses in line with service standards
- Adhering to contact centre operational requirements and Standard Operating Procedures (SOPs)
Case Management & Query Resolution
Operational responsibilities will include:
- Accurately logging, tracking and updating cases on internal systems (CRM, SMARTZ or project-specific tools)
- Providing customers with accurate information on SANRAL’s Value Added Services
- Resolving Tier 1 issues (First Contact Resolution) using scripts, SOPs and guides
- Escalating unresolved queries and ensuring feedback is provided to customers
- Supporting outbound campaigns where required
- Assisting with administrative tasks, including data capturing, document verification and case updates
- Participating in testing of new solutions/processes and providing frontline feedback
- Contributing to Knowledge Management by documenting problems, solutions and interactions
- Maintaining a high standard of customer service and upholding SANRAL’s professional image
- Collaborating with internal teams to resolve recurring issues
Reporting and Continuous Improvement
- Collating daily, weekly and monthly ticket volumes, resolutions, escalations and trends
- Reporting on system usage and SLA compliance to support continuous improvement in the contact centre
Employment Equity & Checks
- Appointments will be made in line with SANRAL’s Employment Equity Plan
- Preference may be given to personnel currently providing employment services to SANRAL who meet the minimum requirements (career2.successfactors.eu)
- Shortlisted candidates will undergo:
- Employment reference checks
- Credential verification and other standard recruitment checks
SANRAL also reserves the right not to fill any position. (career2.successfactors.eu)
How to Apply
Interested and suitably qualified candidates must apply online via SANRAL’s official recruitment portal.
👉 Click here to apply for SANRAL Contact Centre Agent Vacancies 2025
Important application notes:
- Ensure your CV is updated and clearly reflects your contact centre / call centre experience
- Have your NQF 5 certificate and any relevant training or system experience clearly listed
- Be prepared to complete any consent forms required for employment reference and background checks
- Only shortlisted candidates will receive feedback
If you have the required experience in a busy contact centre environment and want to contribute to a national organisation that supports South Africa’s road infrastructure and road users, this is a strong opportunity to secure a permanent position with SANRAL.