Job Purpose
To handle inbound and outbound scripted and partially scripted service requests across tax products from 1 – 2 interaction channels in compliance with SARS policies and procedures by consulting with clients, facilitate query resolution, maintaining taxpayer and trader profiles, registering and de-registering taxpayers, taxpayer education, debt collection up to a civil judgements and outstanding returns, thereby ensuring enhanced service delivery and compliance.
Outputs:
Process
Handle inbound and outbound (scripted service interactions) through 1-2 channels interactions for all tax products, in compliance with SARS policies and procedures. (E-mail, Face to Face, Digital Channels, Virtual, Education and Promotion).
Maintain the profile of existing taxpayers, register new taxpayers, code and subsequently deregister taxpayer on SARS core system in order to enhance taxpayer services.
Follow-up on non-compliance at an entry level to enhance taxpayer service and improve taxpayer compliance.
Receive, sort, register, process, and distribute all documentation to relevant business units, to enhance taxpayer services.
Client
Contribute to a culture of service excellence, which builds positive relationships and provides opportunity for feedback and exceptional service.
Ensure client satisfaction by engaging and delivering a service that is consistent, seamless, quick and error free.
Technical competencies
Active Listening – Concentrate and listen without interrupting the client
Communication Skills- Must be able to communicate effectively
Computer Literacy – Microsoft Office programmes and relevant SARS systems for area of work.
Customer Relationship Management – Applies concepts of knowledge and skill and requires guidance but not constant supervision
Customer Understanding – Administrative processes for the gathering of client information
Efficiency Improvement – Contribution towards process and team efficiency
Handling calls – Be able to handle difficult situations with patience and a willingness to help
Product Knowledge – Knows product and service futures well, able to match customer needs accordingly
Query Resolution – Knowledge and application of query resolution methodology and principles
Standard operating procedure compliance – Demonstrates the relevant level of knowledge of and compliance with relevant standard operating procedures
SARS Systems Products – Knowledge and understanding of tax laws
Tax Knowledge – Knowledge and understanding of tax laws
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