The South African Revenue Service (SARS)·Gauteng, south-africa·Full Time·Contract
HospitalityFull TimeContract
-Closes Nov 3, 2026
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.