South African Revenue Service (SARS): Service Consultant Trainee

Role 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.

Responsibilities:

• 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.
• 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.
• 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.

Requirements:

• National Diploma/Degree (NQF Level 6 and above) qualification in: Taxation, Accounting or Finance
• 2 years customer service experience