Customer Experience: Junior Specialist needed at The South African Revenue Service

Job Purpose

• To provide operational, analytical and reporting support by performing data quality management (data cleansing, integrity, enrichment, data and information flow) in order to manage the data lifecycle needs of a Business Unit in an effective manner, thereby enhancing customer experience and compliance culture.

Education and Experience

Minimum Qualification & Experience Required 

• Bachelor’s Degree / Advanced Diploma (NQF 7) in Statistics with 5 – 7 years’ experience in CX Metrics (CXI, VOC, Net Sentiments) Customer Excellence, System and API Integration or similar environment, of which 2 – 3 years at a technically skilled level

ALTERNATIVE

• Senior Certificate (NQF 4) and 10 years experience in CX Metrics (CXI, VOC, Net Sentiments) Customer Excellence, System and API Integration, of which 2 – 3 years at a technically skilled level.

Job Outputs:

Process

• Gather inputs from employees about customer experiences analyse and propose appropriate initiatives for improvement.
• Provide inputs into system development and improvement life cycle and plan activities relevant for usability studies to determine ease of doing business with SARS across channels.
• Gather applicable information, analyse customer pain-points and identify opportunities to improve.
• Correctly apply research governance standards, procedures and legislation in the delivery of work outputs.
• Compile reports, which include actionable recommendations by segment, products and metrics, which provide recommendations to management.
• Develop an understanding of customer needs/insights for the development of online and self-service user experience.
• Consolidate customer experience information and develop activities for successful implementation of customer experience metrics.
• Contribute towards the mapping of segment customer journeys by channel and products to unlock pain-points and bottlenecks when providing.
• Conduct customer experience benchmark studies with relevant revenue authorities to continuously improve value to customers and produce.
• Accumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunities.
• Apply practical and applied knowledge and act authoritatively on methods, systems and procedures to identify trends and potential risks.
• Communication of situational interpretation and judgement of work outputs and queries in area of specialisation.
• Correctly apply policies, practices, standards, procedures and legislation in the delivery of work outputs.
• Draw on own knowledge and experience to diagnose symptoms, causes and possible effects in order to solve emerging problems.
• Initiate process and procedural change, implement the change and provide guidelines and support related to new requirements as a result of the change.
• Plan for value-added process improvements, initiatives and services to deliver on operational strategy and objectives.
• Provide specialist input through the investigation of opportunities for operational and process, product and risk optimisation.

Governance

• Implement and provide input into governance processes, systems and legislation within area of specialisation.

People

• Develop and maintain productive working relationships with peers and team members to achieve predefined objectives.
• Search for, integrate and share new knowledge attained through formal and informal learning opportunities in the execution of your job.

Finance

• Adhere to organisational policies and procedures to ensure cost effectiveness and reduction of financial costs.

Client

• Contribute to a culture of service excellence, which builds positive relationships and provides opportunity for feedback and exceptional service.
• Provide authoritative, specialist services, expertise and advice to internal and external stakeholders.

Behavioural competencies

• Accountability
• Analytical Thinking
• Attention to Detail
• Commitment to Continuous Learning
• Conceptual Ability
• Customer Orientation
• Customer Service
• Fairness and Transparency
• Honesty and Integrity
• Information Seeking
• Organisational Awareness
• Stakeholder Engagement and Management
• Problem Solving and Analysis
• Respect
• Trust

Technical competencies

• Business Knowledge
• Creative and Innovative Thinking
• Data Collection & Analysis
• Customer Relationship Management
• Effective Business Communication
• Efficiency improvement
• Functional Policies and Procedures
• Reporting
• SARS System Products