Officer Client Service Complaints

About the Position

SARS is seeking to appoint an energetic results-driven self-motivated and highly competent Officer: Client Service Complaints who possesses a sound understanding of tax administration taxpayer service delivery and operational processes.

The successful candidate will demonstrate a strong customer service orientation exceptional problem-solving abilities and the capability to manage and resolve taxpayer complaints efficiently and professionally. The role requires an individual who is accountable analytical service-focused and committed to upholding the highest standards of integrity fairness and transparency.

The incumbent will contribute to SARS strategic intent of promoting voluntary compliance by delivering exceptional service experiences ensuring the effective resolution of taxpayer and trader complaints identifying service delivery trends and risks and supporting continuous improvement initiatives. Through effective complaint management and stakeholder engagement the successful candidate will help create an environment that makes compliance easy for compliant taxpayers while supporting SARS efforts to address non-compliance effectively.

Job Purpose

To address taxpayer and trader service complaints that bear on operational policies and procedures and ensure their speedy resolution and also follow up to prevent their recurrence

Education and Experience

Minimum Qualification & Experience Required

National Diploma / Advanced Certificate (NQF 6) Business Administration/Public Administration/Communications/Public Management & 2 - 3 years experience in a Customer Service environment of which 1 2 years is Taxpayer facing at a service environment

AND/OR

Senior Certificate (NQF 4) & 5 years experience in a Customer Service environment of which 1 2 years is Taxpayer facing at a service environmen

Job Outputs:

Process

• Be observant and engage on possible violations of procedures and standards of conduct and escalate where necessary.
• Effectively utilise resources allocated to the job to perform contracted work outputs and report on and escalate any shortfalls.
• Maintain a log of all complaints and how they have been addressed for trend and age analysis.
• Take accountability for delivery of contracted work outputs within agreed parameters quality standards and client service targets.
• Accumulate information and provide reports with recommendations applicable to area of specialisation.
• 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.
• Effectively plan and schedule own activities to continuously improve quality and service delivery in area of specialisation
• Execute process and procedural change implement the change and provide guidelines and support related to new requirements as a result of the change.
• Provide specialist input through the investigation of opportunities for operational and process product and risk optimisation.
• Use practical and applied knowledge and situational judgement to arrive at decisions.

Governance

• Ensure that completed work adhere to relevant policies procedures governance and legislative requirements and report on deviations and discrepancies.
• Comply to set governance and compliance procedures and processes related to an area of specialisation and continuously identify and escalate risks.

People

• Develop and maintain productive working relationships with peers and team members to achieve predefined objectives.

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.
• Ensure own understanding and adherence to customer service delivery and provide specialist support to meet or exceed customer expectations.

Behavioural competencies

• Accountability
• Analytical Thinking
• Attention to Detail
• Commitment to Continuous Learning
• Conceptual Ability
• Customer Service
• Expertise in Context
• Fairness and Transparency
• Honesty and Integrity
• Organisational Awareness
• Respect
• Trust

Technical competencies

• Building Customer Loyalty
• Business Knowledge
• Customer Liaison
• Data Collection and Analysis
• Efficiency improvement
• Functional Policies and Procedures
• Query Resolution
• Reporting

Compliance Competency

GOC Confidential - (a) sensitive information the unlawful disclosure of which may be harmful to the security or national interest of the Republic or could prejudice the Republic in its international relations;(b) commercial information the disclosure of which may cause financial loss to an entity or may prejudice an entity in its relations with its clients competitors contractors and suppliers. E.g. Taxpayer information

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.

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