The South African National Roads Agency (SANRAL) is hiring 38 Contact Centre Agents for 2025. These permanent roles are based in the Central Operations Centre in Centurion, Gauteng, and involve helping people who use South Africa’s roads. If you enjoy talking to customers, solving problems, and using computers, this job could be a great fit for you.
Application deadline: 5 December 2025
Location: 36 Assegai Wood Road, Centurion, Gauteng, South Africa
Why Join SANRAL?
As a Contact Centre Agent, you will be the first point of contact for people who call, email, or use digital tools to ask about tolls, road repairs, vendors, and other services. You will answer questions, solve problems, and make sure every caller leaves happy and informed. Your work helps keep South Africa’s road network running smoothly and supports thousands of drivers and businesses every day.
Position Details
- Job title: Contact Centre Agent
- Requisition ID: 2757
- Number of posts: 38
- Grade: B5 (Patterson Classic)
- Salary: Market-related
- Type: Permanent
- Closing date: 05 December 2025
Note: This is a readvertisement. If you already applied, you do not need to submit a new application – your previous submission will still be considered.
Minimum Qualifications
To be considered, you must have:
- A National Qualifications Framework (NQF) level 5 certificate in Contact Centre, Customer Service, or a related field.
- At least three years of experience working in a call or contact centre environment.
Extra Credit
These skills are a bonus:
- Experience with a Customer Relationship Management (CRM) system.
- Familiarity with contact centre telephone software such as SMARTZ or Avaya.
- Background in tolling transactions or related areas.
What You’ll Need to Know
Good technical and operational skills will help you succeed:
- Know how to handle tough customer conversations with empathy and patience.
- Understand the steps for picking up and making calls, both incoming and outgoing.
- Track key performance numbers like call answer time, average handling time, first‑time resolution, and queue management.
- Be comfortable using ticketing, CRM, and call‑logging software, and stay organized with email and chat.
- Keep data correct and follow privacy rules such as POPIA to protect customer information.
Your Main Duties
Customer Interaction
You will:
- Answer phone calls, respond to emails, and engage through online chat.
- Provide friendly, clear answers to every question.
- Look up information quickly using the tools and systems we have.
- Follow the centre’s rules and standard operating procedures.
Case Handling & Problem Solving
Every day you will:
- Log and update cases in the CRM or other project tools.
- Explain SANRAL’s services to customers and offer extra help if needed.
- Solve simple issues on the first call using scripts and guides.
- Send more complex problems to the right team and follow up to let the customer know the status.
- Help with marketing outreach or other special projects when asked.
- Complete paperwork and record data accurately.
- Try out new tools or processes and give feedback.
- Write down common problems and their solutions so the team can learn.
- Keep the customer experience top‑notch and present a professional image for SANRAL.
- Work with other teams to fix recurring issues.
Reporting & Improvement
- Track daily and monthly numbers on ticket volume, resolutions, and escalations.
- Share reports on system use and service levels to help the centre get better.
Employment Equity & Checks
- Appointees will be selected in line with SANRAL’s employment equity goals.
- People already working for SANRAL on other services may have priority if they meet the minimum qualifications.
- Candidates who are shortlisted will go through reference checks and a standard background check.
SANRAL reserves the right to keep a position open if it does not find a suitable fit.
Apply Now
If you have the experience needed and want to join a national organization that keeps roads safe and smooth, click the button below to apply for the Contact Centre Agent role.
Apply for the SANRAL Contact Centre Agent position today
Key points before you apply:
- Make sure your CV shows your call centre experience clearly.
- List your NQF 5 certificate and any other training or system skills.
- Be ready to give consent for reference and background checks.
- Only shortlisted applicants will receive a reply.
Working in a busy contact centre environment is a great way to build skills that are useful everywhere. SANRAL is a stable, long‑term job that lets you contribute to the country’s road system while earning a reliable salary.