Contact Centre Agent x38 at SANRAL (Permanent Opportunity) 

The South African National Roads Agency SOC Ltd (SANRAL) has officially re-advertised the position of Contact Centre Agent x38 for 2025. This means applicants who previously applied for the same post do not need to reapply, as their applications will automatically be reconsidered during this recruitment cycle.

SANRAL aims to strengthen its national Contact Centre by appointing skilled, experienced, and customer-focused professionals who can deliver consistent, high-quality service to road users, vendors, motorists, and various stakeholders.

This permanent opportunity is a crucial frontline service role within the organisation. Successful candidates will represent SANRAL across multiple communication channels and projects, including toll-related support, pothole reporting, vendor assistance, and other emerging service requirements. The post is ideal for professionals seeking career stability, structured operations, and the chance to contribute meaningfully to public service within a reputable national agency.

Throughout this comprehensive breakdown, the keyword Contact Centre Agent x38 SANRAL 2025 will be used naturally to ensure search visibility and clarity for readers.

Introduction to the Contact Centre Agent Role at SANRAL

The Contact Centre is an essential operational component of SANRAL’s service environment. As road infrastructure continues to expand, public interactions increase, making the need for a highly responsive customer service system critical.

The Contact Centre Agent x38 SANRAL 2025 recruitment is intended to reinforce SANRAL’s contact centre teams with professionals who can handle customer queries efficiently, provide accurate information, escalate concerns where necessary, and ensure that all interactions uphold SANRAL’s service principles.

This role is suited for individuals with excellent communication skills, strong multitasking abilities, and the discipline to follow predefined standard operating procedures. With the Contact Centre operating through various channels — including telephone, email, digital platforms, and emerging tools — applicants who understand modern call centre environments will have a strong advantage.

Minimum Requirements for the Contact Centre Agent x38 SANRAL 2025 Post

SANRAL has outlined specific minimum requirements that applicants must meet. These requirements ensure that candidates selected for the Contact Centre Agent x38 SANRAL 2025 role have the foundational knowledge and experience needed to perform effectively.

Minimum Qualifications

• NQF Level 5 Certificate in:
• Contact Centre Operations
• Customer Service
• OR any other relevant discipline
• A minimum of three years of verifiable experience in a contact centre environment.
These requirements highlight SANRAL’s commitment to hiring candidates who already possess solid experience and relevant formal training.

Experience Requirements

Applicants must demonstrate at least three years of practical work experience within a call centre or contact centre environment. This ensures that new employees can immediately integrate into the operational environment without requiring extensive onboarding.

Candidates should have experience in:

• Handling inbound customer calls
• Managing outbound campaigns
• Logging and tracking customer queries
• Operating within set performance metrics
• Working under shift-based schedules
• Communicating across multiple digital channels

SANRAL seeks candidates capable of delivering consistent, accurate, and empathetic customer service.

Advantageous Experience for Contact Centre Agent x38 SANRAL 2025

While not compulsory, the following experience will offer candidates a strong competitive edge

:
Customer Relationship Management (CRM) Systems

Experience using CRM platforms is highly advantageous. These systems allow agents to:
• Record customer data
• Track query progress
• Escalate cases
• Maintain accurate service records

Contact Centre Telephone Systems

Examples include:
• SMARTZ
• Avaya
These systems are particularly important for SANRAL’s Contact Centre operations.

Experience in Tolling Transactions

Candidates who have worked within tolling environments or understand toll operations are better positioned to address queries related to toll accounts, billing issues, tag enquiries, or e-toll-related matters.
This experience aligns well with SANRAL’s operational mandate.

Technical Competencies Required for the Contact Centre Agent x38 SANRAL 2025 Role

Technical competency is a major focus for this recruitment. Applicants must show knowledge and operational understanding across several core areas.

Customer Care and Interaction Management

Candidates must be able to demonstrate:
• Knowledge of customer care best practices
• Skills in handling difficult customers
• Competency in empathy and service recovery
• Professional phone and email etiquette

Call Handling Knowledge

This includes experience with:
• Inbound calls
• Outbound calls
• Handling multi-channel communication
• Understanding call centre workflow and queue management

Performance Metrics Knowledge

Agents must understand and work in accordance with:
• Call answer speed
• Average handling time (AHT)
• First contact resolution (FCR)
• Adherence to schedules
• Queue management

Systems Competency

Candidates should feel confident using:
• Ticketing systems
• CRM platforms like SMARTZ
• Call-logging tools
• Email, Teams, and internal communication software

Data Protection: POPIA Compliance

Given that SANRAL works with sensitive data, agents must understand:
• Customer confidentiality
• Data accuracy
• Protection protocols
• POPIA-aligned practices
This competency is essential to maintaining customer trust and organisational integrity.

Key Responsibilities for Contact Centre Agent x38 SANRAL 2025

SANRAL’s Contact Centre Agents play a crucial role in customer engagement, operational efficiency, and service delivery. The responsibilities listed are comprehensive and require high levels of discipline and professionalism.

Customer Engagement Responsibilities

Agents will be expected to:
• Manage inbound and outbound customer interactions across all SANRAL projects.
• Respond professionally, ensuring consistent and respectful communication.
• Research information using SANRAL’s internal systems and available tools.
• Provide accurate, courteous, and timely feedback to customers.
• Comply with all operational procedures and SOPs within the Contact Centre.

Operational (Case Management & Query Resolution)

Agents will be responsible for:
• Logging and updating customer cases on CRM or SMARTZ systems.
• Providing detailed information about SANRAL’s Value Added Services.
• Resolving Tier 1 issues independently using scripts and guidelines.
• Escalating complex issues appropriately.
• Participating in proactive outbound campaigns.
• Handling administrative tasks, including data capturing and document verification.
• Supporting the testing of new systems, tools, or processes.
• Documenting solutions and customer interactions to improve the knowledge base.

Collaboration and Continuous Improvement

Agents must:
• Work with cross-functional teams to resolve recurring challenges.
• Maintain high standards of customer service and uphold SANRAL’s corporate image.
• Extract and analyse ticket volumes, escalation trends, and service levels.
• Report on SLA compliance and system performance.
These responsibilities illustrate the organisational importance of the role and highlight the need for professional, detail-oriented individuals.

Employment Reference Checks

SANRAL requires applicants to undergo employment reference checks. For this reason:
• A consent form must be signed by each applicant.

• SANRAL will verify the submitted information.
• Credentials will be recorded for recruitment purposes only.
All documentation is confidential and used exclusively by SANRAL’s Human Resources department.

Employment Equity Considerations

SANRAL remains committed to fair employment practices. Appointments will be made in accordance with:

• SANRAL’s Employment Equity Plan
• The organisation’s transformation objectives
Preference will be given to individuals already providing employment services to SANRAL, provided they meet minimum requirements.

Closing Date for Applications

The closing date for submissions for the Contact Centre Agent x38 SANRAL 2025 recruitment is:

05 December 2025
Late or incomplete applications may not be considered, so applicants are encouraged to apply early.

Official Link for Applications

All applications must be submitted through the official SANRAL recruitment platform:

Apply here

https://career2.successfactors.eu/sfcareer/jobreqcareer?jobId=2757&company=southafr02

Ensure all required documents are uploaded before submitting your application.

Application Process 

To apply for the Contact Centre Agent x38 SANRAL 2025 position, applicants must follow the steps below to ensure their submission is complete and meets SANRAL’s recruitment standards:

• Prepare a detailed, updated CV clearly outlining relevant contact centre experience.
• Attach certified copies of all qualifications, including the NQF Level 5 certificate.
• Include certified identification documents.
• Complete and sign the consent form for employment reference checks.
• Ensure that all documents are in PDF format and clearly visible.
• Visit the official application link provided by SANRAL.
• Create or log into your SuccessFactors profile.
• Upload all required documents to your online profile.
• Complete all mandatory fields in the online application form.
• Review your information before submitting to ensure accuracy.
• Click submit and await further communication from SANRAL regarding shortlisting.

Other Opportunities 

• Apply for cleaners x68 at Department of Education

• Apply for  data capturer x3 at SANParks 

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