Customer Service Centre Agent X45(Permanent) at Sanral

Customer Service Centre Agent X45(Permanent) at Sanral

Customer Service Centre Agent X45(Permanent)
Description
This is a readvertisement, you need not reapply if you applied previously. We will reconsider your application.

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.

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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

Link to apply for this position: https://career2.successfactors.eu/sfcareer/jobreqcareer?jobId=2805&company=southafr02

Please note that feedback will be given to shortlisted candidates only.