Company:
The South African National Roads Agency (SANRAL)
Industry: Building / Construction
Deadline: Not specified
Job Type: Full Time
Qualification: Higher National Certificate, National Certificate
Experience: 3 years
Province: Gauteng
City: Centurion
Field: Customer Care
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.
