Contact Centre Agent

SANRAL Permanent MINIMUM REQUIREMENTS NQF 5 Certificate in Contact Centre / Customer Service Three (3) years minimum relevant experience in a contact centre / call centre environment. ADVANTAGEOUS: Experience in Customer Relation Management (CRM) System Experience in contact centre telephone systems e.g. SMARTZ, Avaya TECHNICAL COMPETENCIES: Knowledge of customer care best practices, including handling difficult interactions, empathy, and service recovery. Familiarity with call handling processes for inbound and outbound. Understanding performance metrics (e.g. Call answer speed, average handling time, first contact resolution), queue management, and shift work expectations. Working knowledge of ticketing systems, CRM platforms, call logging software, and communication tools like email, Teams, or chat interfaces. Awareness of the importance of data accuracy, POPIA compliance, and protocols for protecting customer and vendor information. KEY RESPONSIBILITIES Customer Engagement Handle inbound and outbound interactions (all types of queries) via telephone, email, or digital channels across various existing projects (e.g. toll, pothole reports, vendor support etc.) and any new projects as required. Respond professionally to customer enquiries, in a consistent manner. Research required information using available resources. Ensure accurate, courteous, and timely responses in line with service standards. Adhere to Call Centre operational requirements and standard operating procedures. KEY RESPONSIBILITIES (continued) Operational (Case Management & Query Resolution) Accurately log, track and update customer and stakeholder cases using internal systems (CRM, SMARTZ, or project-specific tools). Provide customers with accurate product and service information regarding SANRAL's Value Added Services. Resolve Tier 1 issues (First Contact) independently using provided scripts, SOPs and guides. Escalate unresolved cases and ensure feedback loops with relevant teams or departments. Assist with proactive outbound campaigns as required. Support project-specific admin tasks such as data capturing, document verification, and case updates. Participate in testing of new solutions/processes and providing frontline feedback for improvement. Contribute to Knowledge Management by documenting problems, solutions, and all customer interactions. Maintain a high standard of customer service and uphold SANRAL's professional image. Collaborate with internal teams to resolve recurring issues Reporting and Continuous improvement by collating daily/weekly/monthly ticket volumes, resolutions, escalations, and emerging trends. Report on the system and SLA compliance