Coordinator: Customer Complaints and Objections (Advance Pricing Agreement) (10588) at The South African Revenue Service (SARS)

 Job Purpose

• Coordinate application schedules and track customer complaints to ensure timely resolution. Generate reports, schedule meetings, support changes and feedback, and manage outcomes of Advanced Pricing Agreement (APA) requests.

Education and Experience

Minimum Qualification & Experience Required

• Relevant National Diploma / Advanced Certificate (NQF 6) with 2-3 years corporate tax experience, of which 1-2 years at knowledge worker level

ALTERNATE:

• Senior Certificate (NQF 4) AND 5 years related experience dealing with corporate taxpayer queries, of which 1-2 years at knowledge worker level  

Job Outputs:

Process

• 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. 
• Coordinate, direct and manage APA cases.
• Correctly apply applicable legislation, including amongst others policies, procedures, and SOP's in the delivery of work outputs. 
• Effectively plan and schedule own activities to continuously improve quality and service delivery in area of specialisation. 
• Ensure that APA applications comply with the applicable legislation in terms of validity before handing cases over to the auditors.
• Execute process and procedural change, implement the change and provide guidelines and support related to new requirements as a result of the change. 
• Maintain the Customer Complaints system, control policy and procedures and to provide relevant reports to management.
• Maintain the Objection and Appeals Registers in line with the Standard Operating Procedure.
• Provide specialist input through the investigation of opportunities for operational and process, product and risk optimisation. 
• Track and follow-up objections and ensure that they are presented to the Objections Committee within the required period.

Governance

• 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. 
• Optimise team capabilities and efficiency by identifying training needs and providing technical guidance and training where required

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

Behavioural competencies

• Accountability
• Analytical Thinking
• Attention to Detail  
• Commitment to Continuous Learning
• Conceptual Ability 
• Customer Service 
• Fairness and Transparency
• Honesty and Integrity 
• Organisational Awareness 
• Respect
• Trust 

Technical competencies

• Business Knowledge
• Data Collection & Analysis
• Efficiency Improvement
• Functional Policies & Procedures
• Records and Archive Management
• Reporting
• Tax Knowledge