SARS Agent Service Level 2 (x2) Job Vacancies in Pretoria

SARS Agent Service Level 2 (x2) Job Vacancies 2022 notification out. Apply for SARS Agent Service Level 2 (x2) Jobs in Pretoria. Check Latest SARS Government Jobs in Gauteng. How to Apply for SARS Vacancies at Official SARS Careers Portal. Find out here Upcoming South African Jobs Careers24 News at www.sars.gov.za.

SARS Vacancies 2022 Apply for Agent Service Level 2 (x2) Jobs in Pretoria

SARS has released a Agent Service Level 2 (x2) job notification at www.sars.gov.za Careers website. South African Revenue Service has displayed vacant seats for the post of Agent Service Level 2 (x2) vacancies. Candidates satisfying the desired eligibility conditions as mentioned in the South African Revenue Service official notification can submit their application in the prescribed format on before last date with the help of details given below-
NOTE:- Candidates are suggested to read the original SARS job notification before applying for desired post.

SARS Agent Service Level 2 (x2) Job Description

Job Purpose

To handle inbound and outbound (partially/ non scripted) Contact Centre or Branch interactions for two tax products in compliance with SARS policies and procedures.

Education and Experience

Minimum Qualification & Experience Required

Senior Certificate (NQF 4) AND 3 years’ experience in an Information Technology (IT) Environment.

Job Outputs:

Process

Provide first line support to clients on technical/ information technology related queries on all applicable electronic channels.
Ensure that all walk-in inbound and outbound queries for two tax products are promptly, effectively & efficiently resolved.
Advise clients on registration requirements, taxable income, incorrect assessments, calculations of tax debits/ credits and explain scripted tax law.
Develop and maintain productive working relationships with peers, SARS role players and third parties to achieve predefined objectives.
Communication of transactional outputs and queries in 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 leads to improved service delivery and quality.
Effectively plan and schedule own activities to continuously improve quality and service delivery in area of work.
Report on transactional and process activities within set guidelines to provide timely information for decision making.
Register all incoming requests, incidents, questions and complaints.
Perform diagnosis of incidents/requests and respond to user questions/complaints.
Record all user interactions accurately and completely in the Service Desk system (Remedy).
Testing and analysing IT system and software performance.
Collaborating with other stakeholders to ensure that IT related requirements are met.
During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
Issue user with a reference number for new calls.
Record details of the resolution in the Service Desk Solution Database system.
Route unresolvable requests and incidents to the correct second line resolver group.
Contributes to creation of support documentation.
Develop and provide skills to other Service Desk Agents on an as-required basis through coaching, mentoring or facilitating training sessions.
Co-ordinate and/or participate in Service Desk related projects/ad-hoc assignments when required.
Adhere to Standards and Procedures to ensure compliance and consistency in the application of guidelines across the organization.

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 on 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 on resources, unauthorised expenditure and wasteful expenditure and report violations.

Client

Deliver a one-stop multi-channel service to all SARS clients inclusive of queries and taxpayer education.
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.

Behavioural competencies

Stakeholder Engagement and Management
Fairness and Transparency
Accountability
Customer Service
Honesty and Integrity
Conceptual Ability
Trust
Respect
Attention to Detail
Building Sustainability

Technical competencies

Functional Policies and Procedures
Tax Knowledge
Administration
Customer Relationship Management
Standard operating procedure compliance
SARS Systems Products
IT Support

Compliance Competency

GOC: Confidential