Agent: HC&D Contact Centre at The South African Revenue Service (SARS)

Job Purpose

• Responsible for handling a variety of customer service calls in a prompt and courteous manner channelled through HR Support Call Centre. To resolves and respond to questions regarding human resources matters and completes and maintains related reports, records and files.

Education and Experience

Minimum Qualification & Experience Required

• Higher Certificate (NQF 5) in Human Resources with 2 years’ experience in HR Administration, HR Administration Support and HR Contact Centre.

OR

• Senior Certificate (NQF 4) in Human Resources with 3 years’ experience in HR Administration, HR Administration Support and HR Contact Centre.

Functional Requirements

• HR Administration
• HR Contact Centre Experience

Additional Technical Competencies:

• GOC Confidential- (a) sensitive information, the unlawful disclosure of which may be harmful to the security or national interest of the Republic or could prejudice the Republic in its international relations;(b) commercial information, the disclosure of which may cause financial loss to an entity or may prejudice an entity in its relations with its clients, competitors, contractors and suppliers. E.g. Taxpayer information

Minimum Functional Requirements

Job Outputs:

Process

• Ensure proper recording, documentation and closure and keep and maintain a Question-and-Answer sheet (Script sheet) for future referencing.
• Be observant and engage on possible violations of procedures and standards of conduct and escalate where necessary.
• Ensure the confidentiality and security of information in order to maintain the integrity of    SARS.
• Follow up employee calls I emails where necessary.
• Maintains and improves quality results by adhering to standards and guidelines.
• Manage and resolve escalated employee complaints.
• Perform special project assignments from time to time, such as research work, obtaining    special authorisations, outbound calls and data entry.
• Unsupported image type.  Process routine service requests for purchases, redemption's, transfers, new account set- ups and other maintenance items requested by the customer.
• Provide world class customer service to customers by answering questions, resolving issues and assisting with HR matters.
• Support all kinds of HR technical issues.
• Update existing employee information where necessary and produce activity reports.
• Communication of transactional outputs and queries in area of work according to policies and quality requirements. (I)
• Contribute to the development and improvement of area specific standards, procedures and processes to ensure continued quality and service improvement. (I)
• Contribute to the successful implementation of change initiatives by providing support in area of work. (I)
• Deliver on contracted performance objectives and escalate unresolved delivery and quality issues to management and process owners. (I)
• Draw on own knowledge and experience to identify and develop solutions that leads to improved service delivery and quality. (I)
• Effectively plan and schedule own activities to continuously improve quality and service delivery in area of work. (I)
• Report on transactional and process activities within set guidelines to provide timely information for decision making. (I)

Governance

• Comply to set governance and compliance and processes related to an area of work and continuously identify and escalate risks. (1).

People

• Drive own performance in order to achieve work outputs in line with required response time, quality and service delivery standards. (I)
• Search for, integrate and share new knowledge attained through formal and informal learning opportunities in the execution of your job. (I)

Finance

• Adhere to specificied policies, standards and procedures to prevent wastage on resources and report violation. (1)

Client

• Contribute to a culture of service excellence, which builds positive relationships and provides opportunity for feedback and exceptional service. (I)
• Ensure client satisfaction by delivering a service that is consistent, seamless and error free. (1)

Behavioural competencies

• Accountability (V)
• Analytical Thinking
• Attention to Detail
• Commitment to Continuous Learning
• Conceptual Ability
• Customer Service
• Expertise in Context
• Fairness and Transparency (V)
• Honesty and Integrity (V)
• Organisational Awareness
• Persuasion Ability
• Problem Solving and Analysis
• Respect (V)
• Trust (V)

Technical competencies

• Active Listening  
• Competency Definition:
• Actively listens and responds to individuals in diverse situation.
• Business Knowledge
• Communication skills (Fundamental)
• Data Collection and Analysis
• Knowledge of HR Policies and procedures
• Query Resolution
• Quality Control

Deadline:9th March,2026