SARS IS LOOKING FOR A SERVICE CONSULTANT

Job Title:	Service Consultant (Beginner) (10146)
Company:	SARS
Job Reference:	10146
Location:	RUSTENBURG, ZA
Employment Type:	Full Time
Date Posted:	2025-01-01
Closing Date:	2025-01-25
Salary:	ZAR 125360 - 134250 per year

Service Consultant (Beginner) (10146) - Job Description

About the Position

The Service Consultant position will mainly focus on; (amongst others): SMME’s, Government, Practitioners, Estates, Employers, and Tax-Exempt Institutions. The position reports to the Lead: Management Focused Taxpayer Segments.

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.

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 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

Compliance Competency

• GOC Confidential

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.