Service Consultant (Beginner) x6

About the Position

• Ensure that all face-to-face, voice, inbound and outbound queries across all tax products are promptly, effectively & efficiently answered or resolved.


• Attend to all multi-channel account enquiries received, in respect of outstanding debits, credits, penalties & interests with regards to all taxes.


• Communication of transactional outputs and queries in area of work.


• Identify problems, apply known solutions in line with procedures or guidelines and escalate unresolved problems.


• Plan and organise own work in an effective and efficient manner to reach agreed performance objectives.


• Report on transactional activity progression within set guidelines to provide timely information for decision making in area of accountability.


• Deliver on contracted performance objectives according to set procedures and agreed service level agreements.


• Embrace change initiatives and positively contribute to the success thereof within area of accountability.


• Ensure quality of work content, quick turnaround, prioritise, minimise mistakes and continuously improve quality, service, and standards.

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.

Education and Experience

Minimum Qualification & Experience Required

•  National Diploma / Advanced Certificate (NQF Level 6 and above) in Taxation, Accounting or Finance. 


• At least 2 years Customer Service experience.


• Age criteria – 18-35 years to specifically attract the youth

Minimum Functional Requirements

Must have a basic overview of all taxes (incl. C&E) plus proficiency in PIT with basic knowledge of non-core taxes associated with PIT only (Prov. Tax, CGT, Dividends, Donations, fund Benefits, Estate Duty, Transfer Duty, Withholding Tax on Interest & Royalties)

Job 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.

Governance

• Comply to set governance and compliance procedures and processes related to an area of work and continuously identify and escalate risks.

People

• Search for, integrate and share new knowledge attained through formal and informal learning opportunities in the execution of your job.


• Drive own performance and development in order to achieve and improve on work outputs in line with required response time, quality and service delivery standards.

Finance

• Adhere to specified policies, standards, legislation and procedures to prevent wastage on resources, unauthorised expenditure and wasteful expenditure and report violations.

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.

Behavioural competencies

• Stakeholder Engagement and Management


• Fairness and Transparency


• Accountability


• Customer Service


• Honesty and Integrity


• Trust


• Respect


• Attention to Detail

Technical competencies

• Active Listening


• Communication Skills


• Computer Literacy


• Customer Relationship Management


• Customer Understanding


• Efficiency Improvement


• Financial Acumen


• Handling difficult calls


• Product Knowledge


• Query Resolution


• Standard operating procedure compliance


• SARS Systems Products


• Tax Knowledge

Compliance Competency

GOC Confidential 

Employment Equity

The Employment Equity policy of SARS will be considered as part of the recruitment and selection process and Persons with Disabilities are encouraged to apply. Successful candidates will be required to undertake an oath of secrecy, pre-employment screening, case study, pre-assessment, psychometric assessment and or vetting, and a declaration of private interest. The appointment is also subject to appropriate reference(s) and security clearance where applicable.