Query Resolution & Service Recovery

Career Opportunities:
Core Business Partner (2887) APPOINTMENT TYPE

Permanent

The Core Business Partner will manage and support SANRAL’s core operational stakeholder accounts, including SAPS, provincial departments, municipalities, and large individual fleet owners who require tags and tolling services. The role ensures efficient onboarding, account maintenance, and service delivery, resolves escalations, drives compliance with tolling requirements, and strengthens operational integration across internal teams.

The role also manages customer queries, customer escalations, and all account-related issues escalated by the Call Centre, Customer Service Centres, and SANRAL Management. It plays a critical part in maintaining service quality, operational continuity, and strong stakeholder relationships within SANRAL’s core business ecosystem.

• A Higher Certificate (NQF
  5) in Business Administration, Customer Service Management, Customer Care, Call Centre Management, Retail Management, or Office Administration
• At least five (5) experience in a customer service environment.

(Where applicable, a candidate must produce an official SAQA evaluation confirmation of their international qualification.)

• Familiarity with tolling systems, account management platforms, reporting tools, and operational workflows essential for managing core stakeholder accounts and resolving escalations.
• Ability to effectively operate digital systems and tools, including data entry platforms, email communication, online portals, spreadsheets, and standard office applications used in account and query management.
• Strong understanding of SANRAL’s tolling products, tag solutions, account types, exemptions, billing processes, payment channels, and dispute-resolution procedures to support government and fleet partners.
• Sound understanding of SANRAL’s policies, procedures, compliance requirements, and governance frameworks, and the ability to apply them consistently in service delivery and account management.
• Familiarity with Customer Centre-related software, CRM systems, and VoIP platforms is essential.
• Ability to remain composed and effective under pressure, particularly when dealing with escalations, high-demand periods, or urgent operational matters.
• Ability to understand and relate to stakeholder concerns, demonstrating sensitivity and professionalism when engaging with government partners, municipalities, fleet owners, and customers.
• Ability to manage simultaneous tasks such as handling partner queries, reviewing reports, updating account information, and coordinating with internal teams.
• Proficiency in accurate, timely documentation and digital record-keeping to support reliable reporting, audit trails, and informed decision-making.

• Manage all queries and requests within agreed SLAs to ensure timely resolution.
• Assess the nature, complexity, and relevance of each query for accurate routing and action.
• Adhere to and enforce established query-resolution processes and standards.
• Oversee the resolution of escalated cases, ensuring quality outcomes.
• Monitor recurring issues and recommend corrective or preventative measures.

• Monitor daily operations to achieve productivity, quality, and contractual KPI targets.
• Identify inefficiencies and implement improvements to enhance service delivery.
• Apply cost-effective practices without compromising service or operational standards.
• Support the contractor in meeting all contractual obligations and performance criteria.
• Promote a professional and values-driven working environment for staff and partners.

• Compile accurate risk, performance, and operational reports within agreed timelines.
• Validate all data and ensure reports are complete, accurate, and aligned with business requirements.
• Highlight risks, issues, and proposed corrective measures in management reports.
• Provide ongoing updates and insights related to partner activities and account performance.
• Maintain proper documentation and audit-ready records for all account and…