Operational Support and Incident Management

Career Opportunities: VAS Consultant (2890)

APPOINTMENT TYPE

Permanent

POSITION OBJECTIVE:

The VAS Consultants will provide frontline support and service delivery for SANRAL’s Value-Added Services (VAS), including but not limited to eTag products, account management, customer education, and digital tolling solutions, while also assisting customers with VAS‑related queries, promoting available offerings, ensuring accurate processing of transactions, and enhancing the overall customer experience.

MINIMUM REQUIREMENTS:

• A Higher Certificate (NQF
  5) in Information Technology, Project Management, Marketing and Sales, Information Systems, Operations Management, Logistics or Transport Management, Finance, Accounting, or any other related field.
• Three (3) years of proven experience in a customer service, or tolling support role, or stakeholder engagement, or contact centre management, or related.
• 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.)

TECHNICAL

COMPETENCIES:

• Basic understanding of Value‑Added Services (VAS) concepts.
• Familiarity with customer service processes and protocols.
• Knowledge of how customer‑facing applications (e.g., SANRAL app, website portal) and internal support systems work, including their key features and common user interfaces, to effectively guide customers and report issues.
• Recognizing patterns in the uptake of specific VAS products (e.g., digital solutions such as SST’s) based on interactions, which can inform marketing or product development efforts.
• Understanding of CRM systems, chatbots, and self‑service portals, and how these tools are used to enhance customer experience in a digital environment.
• A strong drive to provide excellent service, anticipate customer needs, and go the extra mile to ensure a positive customer experience with SANRAL's VAS offerings.
• Ability to explain complex technical or account‑related information to stakeholders in a clear, simple, and understandable manner, both verbally and in writing.

KEY RESPONSIBILITIES:

Operational Support and Incident Management

• Provide front‑line operational support for implemented Value Added Services, assisting with day‑to‑day queries and issues from customer service centres and other stakeholders.
• Perform routine checks and monitoring of the VAS environment to ensure optimal service delivery and compliance with operational standards.
• Provide user support and troubleshooting for VAS systems and processes.
• Monitor and elevate system performance issues, making initial recommendations for improvements or adjustments as needed.
• Escalate incidents of physical and technical facility failure that may impact the delivery of the VAS environment to the Supervisor for resolution.

Client and Partner Onboarding

• Assist in the implementation of new VAS initiatives, including participation in testing and launch activities.
• Support the integration of VAS with core products and services by assisting relevant teams with data exchange and process alignment.
• Support the setup and onboarding of new partners (e.g., retailers, banks, transport operators).

Policy Compliance

• Contribute to the creation, review, and update of relevant operational policies, procedures, and work instructions.
• Adhere to standard operating procedures, audit requirements, and control frameworks related to the VAS department.
• Provide onboarding support documentation and process training where required.
• Verify readiness of transactional, reporting, and customer support processes.

Reporting and Data Analysis

• Maintain accurate records related to VAS operations, incidents, and resolutions.
• Assist with data analysis to generate insights that can guide decision‑making and continuous improvement within the VAS business.
• Compile data and contribute to the preparation of regular reports on the performance of Value‑Added Services.
• Assist with data analysis to generate insights that can guide decision‑making and continuous improvement within the VAS business.

EMPLOYMENT REFERENCE CHECKS

Employment reference checks are a requirement as part of SANRAL’s recruitment and selection process. In order for SANRAL to conduct these checks a consent form needs to be completed and signed by the applicant. As an applicant of this position, you authorize SANRAL to process all the information provided for the purpose of your application for the position as well as the verification and record keeping of such credentials.

EMPLOYMENT EQUITY

Appointments will be made in accordance with SANRAL’s Employment Equity plan.

Closing date for applications: 23 January 2026

Please note that feedback will be given to shortlisted candidates only.