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
Senior Certificate (NQF 4) AND 2 years' customer service experience in a Financial Services environment.
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 taxpayers 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 unit, to enhance taxpayer services.
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.
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 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 of resources, unauthorised expenditure, wasteful expenditure, and report violations.
Client
Contribute to a culture of service excellence, which builds positive relationships and provides 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 Understanding
Efficiency Improvement
Financial Acumen
Handling Difficult Engagements
Query Resolution
Standard operating procedure compliance
Tax Knowledge
Deadline:29th April,2026