SANRAL Customer Care / Call Centre Jobs in Gauteng
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Full Job Description - Read Carefully
POSITION OBJECTIVE
To manage and expand SANRAL’s Key and Core Account customer base, ensuring superior relationship management, efficient service delivery, and sustainable revenue generation across premium client segments. The role focuses on strategic client engagement, fostering collaboration with public and private partners, and identifying new opportunities for business growth and customer value optimisation within the COC operations environment.
KEY RESPONSIBILITIES
Strategic Customer Relationship Management
- Develop and execute a comprehensive customer relationship strategy for Key and Core Accounts aligned to SANRAL’s Customer Operations Plan and Horizon 2030 goals.
- Strengthen engagement with premium and strategic clients (e.g., fleet, government, and corporate partners) through proactive account management, regular reviews, and service optimisation initiatives
- Ensure consistent adherence to service level agreements (SLAs), revenue growth targets, and brand reputation standards.
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Revenue Growth, Business Expansion & Retention
- Identify and develop opportunities for new business and revenue growth.
- Analyse customer trends, account profitability, and usage patterns to inform pricing and partnership strategies.
Operational Oversight & Service Delivery Excellence
- Monitor performance, resolve escalations, and ensure efficient service delivery.
- Facilitate issue resolution and promote customer satisfaction and loyalty.
- Drive continuous service improvement based on performance reviews, client feedback, and audit outcomes.
- Establish and track key performance indicators (KPIs) for service quality, turnaround times, and customer satisfaction
- Conduct service audits and implement continuous improvement initiatives.
Stakeholder Engagement & Partnership
- Establish and nurture collaborative relationships with toll operators, municipalities, retail partners, and other SANRAL strategic stakeholders.
- Represent the customer service portfolio in interdepartmental forums and partner governance meetings.
- Drive joint initiatives to enhance customer experience and operational efficiency across external networks and business ecosystems.
As part of the role, staff leadership and development is inherent, including reporting, compliance and risk management. The incumbent is also responsible for communication and public information.
MINIMUM REQUIREMENTS
- NQF Level 6 in Business Management, Marketing and Sales, Communications, Project Management, Customer Relationship Management, Information technology/ systems or related field.
- 5 years’ experience in customer service, stakeholder engagement, or contact centre management, with at least 3 years in a supervisor /or management capacity.
- Experience with digital products, mobile applications, or account-related queries.
(Where applicable, a candidate must produce an official SAQA evaluation confirmation of their international qualification.)
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TECHNICAL COMPETENCIES
- In-depth knowledge of customer engagement frameworks and CRM systems.
- Understanding of stakeholder relationship management principles and complaint resolution processes.
- Public and Stakeholder Engagement: Knowledge of service level agreements (SLAs), key performance indicators (KPIs), and performance monitoring tools.
- Regulatory and Governance framework: Understanding of South African laws governing customer data (POPIA), access to information (PAIA), and government communications.
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✅ Customer Service Centre Supervisor - SANRAL