Contact Centre Service Agent (x250) (4243)

South African Revenue Service - Various Areas, Nationwide

Closing date yi 21 ka January 2022

Call Centre Full-Time Company Facebook Schedule

Purpose

  • We are on the lookout for vibrant, energetic and driven individuals to join our contact centre team who makes customer happiness their mission in life and creating awesome moments their specialty.
  • You will join our current teams in Bellville - Cape Town, Durban - KZN, Doringkloof - Centurion or Alberton – Johannesburg.
  • With your expertise, help ensure that each taxpayer who deals with us has an exceptional experience.
  • As a Service Agent, you will work in a friendly team environment and have to be willing to go the extra mile.
  • You will also have the opportunity to teach taxpayers online skills like using the SARS website, EFiling and troubleshoot practical process and system issues.
  • The best part of this job is that you get to interact with taxpayers from all lifestyles and ensure you make South Africa great.

Location

  • Gauteng South - Alberton 62
  • Gauteng North - Doringkloof 61
  • Western Cape – Bellville 67
  • KZN – Durban 60

Requirements

  • Senior Certificate (NQF 4) AND 2 years' experience in a Customer Service environment
  • 2+ years' experience in customer service
  • Tertiary qualification an added advantage

Skills & Competencies

  • Multi-task like a pro
  • Great business English both written and spoken
  • Be highly efficient on a computer (essential)
  • Fast learner
  • Creative and forward thinking (takes initiative) while being able to work in a highly scripted and monitored environment
  • Logical approach to problem solving (root cause analysis)
  • Assertive and confident in their own decisions - this includes dealing with difficult customers, but being professional about it at all times
  • Great team player - you need to be willing to jump in and assist when/where needed
  • Attention to detail

Responsibilities

  • Ensure that all walk-in inbound and outbound queries for a single tax product 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.
  • Identify problems, apply known solutions in line with procedures or guidelines and escalate unresolved problems.
  • Plan and organise own work in an effective and efficient manner to reach agreed performance objectives.
  • Report on transactional activity progression within set guidelines to provide timely information for decision making in area of accountability.
  • Deliver on contracted performance objectives according to set procedures and agreed service level agreements.
  • 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.

Additional Information

  • 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 and or vetting, and a declaration of private interest.
  • The appointment is also subject to appropriate reference(s) and security clearance where applicable.