Website South African National Roads Agency (SANRAL)
The South African National Roads Agency SOC Ltd (SANRAL) is a state-owned company responsible for the management, maintenance, and development of South Africa's national road network.
The South African National Roads Agency SOC Ltd (SANRAL) is a state-owned company responsible for the management, maintenance, and development of South Africa’s national road network. As a state-owned entity, it operates under the authority of the Minister of Transport, who serves as its sole shareholder. SANRAL was established in 1998 by an Act of Parliament to oversee the country’s national roads system.
MINIMUM REQUIREMENTS:
- NQF Level 5 Higher Certificate in Business Administration, Customer Service Management, Customer Care, Call Centre Management, Retail Manager or Office Administration
- Three (3) years’ experience in customer-facing environment.
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.
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.
