| Job Title: | Contact Centre Agent |
|---|---|
| Closing Date: | 11 August 2025 |
| Job Details & Overview: | Location: Centurion, 36 Assegai Wood Road Salary: Market-related Appointment Type: Permanent Grade: B5 (Patterson Classic) |
Apply Now: Contact Centre Agent Opportunities at SANRAL
Looking to build your career in customer service? SANRAL is hiring Contact Centre Agents to join their Central Operations Centre in Centurion. If you have experience in a contact centre and a passion for helping people, this permanent position could be the perfect fit.
About the Role
As a Contact Centre Agent, you’ll be the first point of contact for SANRAL customers. You’ll handle various types of queries through phone, email, and digital channels, ensuring quick, professional, and consistent service. Your role will also include case management, system updates, and collaboration with internal teams to resolve customer issues.
Who Should Apply
This opportunity is ideal for individuals with strong communication skills, a good work ethic, and a desire to grow within a well-established organization like SANRAL. If you’re customer-focused and eager to contribute to a high-performing team, this is for you.
Minimum Requirements
- NQF 5 Certificate in Contact Centre or Customer Service
- Minimum of 3 years’ experience in a contact or call centre environment
Advantageous Experience
- Experience with Customer Relationship Management (CRM) systems
- Experience with contact centre phone systems such as SMARTZ or Avaya
Technical Skills Needed
- Knowledge of customer care best practices
- Understanding of call handling, performance metrics, and service standards
- Familiarity with inbound/outbound processes and shift work expectations
- Working knowledge of CRM platforms, ticketing systems, and communication tools (email, chat, Teams)
- Understanding of data protection (POPIA) and customer information handling protocols
Key Responsibilities
Customer Engagement
- Handle all customer queries via telephone, email, or digital platforms
- Deliver consistent, courteous, and timely responses
- Research information using provided tools and resources
- Follow standard operating procedures for all calls
Operational Tasks
- Log, track, and update cases using internal systems
- Provide accurate information on SANRAL’s services
- Resolve Tier 1 issues independently using scripts and guides
- Escalate unresolved cases and maintain clear communication with other teams
- Support outbound campaigns and project-related admin tasks
- Contribute to knowledge management and service improvements
Reporting and Improvement
- Monitor and report on ticket volumes, resolutions, and trends
- Support service level compliance and continuous improvement initiatives
Benefits of Working at SANRAL
- Permanent employment with a respected national organization
- Opportunity to be part of a growing and dynamic contact centre team
- Exposure to various customer service projects and platforms
- Work in a supportive and professional environment
- Market-related salary and benefits package
Employment Equity
Appointments will be made in line with SANRAL’s Employment Equity Plan. Preference may be given to candidates who contribute to achieving employment equity goals.
Important Application Information
All shortlisted candidates will undergo employment reference checks. By applying, you consent to SANRAL verifying your credentials and processing your information for recruitment purposes.
How to Apply
Submit your application through the official SANRAL Career Portal. Make sure to complete all sections of the application and attach the required documents before the closing date: 11 August 2025.
Don’t Miss This Opportunity
This is your chance to work at one of South Africa’s most respected organizations. SANRAL is committed to delivering excellent customer service and building a strong team of professionals. If you’re ready to take the next step in your career as a Contact Centre Agent, apply today and make a meaningful impact!
