Job Purpose

• To handle inbound and outbound scripted and partially scripted service requests for one tax product from 1 – 2 channels in compliance with SARS policies and procedures by consulting with clients, facilitating query resolution, maintaining taxpayer and trader profiles, registering and de-registering taxpayers, providing taxpayer education, debt collection up to a final demand, thereby ensuring enhanced service delivery and compliance.

Education and Experience

Minimum Qualification & Experience Required

• NQF Level 6 and above (Relevant National Diploma / Advanced Certificate) in Taxation, Accounting or Finance. The qualification type was made specific to attract candidates with finance/tax/accounting.
• 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 channel interactions for one tax product, in compliance with SARS policies and procedures. (i.e., blended voice, virtual & face-to-face; incl. technical and customer support on Digital Channels, i.e., eFiling, HyEF, etc.).
• Maintain the profiles of existing taxpayers, register new taxpayers, code and subsequently deregister 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.
• Follow-up on non-compliance at an entry level to enhance taxpayer service and improve taxpayer compliance.
• Communication of transactional outputs and queries in the area of work according to policies and quality requirements.
• Contribute to the development & improvement of area specific standards, procedures and processes to ensure continued quality and service improvement.
• Contribute to the successful implementation of change initiatives by providing support in area of work
• Deliver on contracted performance objectives and escalate unresolved delivery and quality issues to management and process owners.
• Draw on own knowledge and experience to identify and develop solutions that lead to improved service delivery and quality.
• Effectively plan and schedule own activities to continuously improve quality and service delivery in area of work.
• 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.
• Plan and organise own work in an effective and efficient manner to reach agreed performance objectives.
• Report on transactional and process activities within set guidelines to provide timely information for decision making.