Service Consultant x6 at The South African Revenue Service (SARS)

Job Purpose

• To handle inbound and outbound scripted and partially scripted service requests across tax products from 1 - 2 interaction channels in compliance with SARS policies and procedures by consulting with clients, facilitate query resolution, maintaining taxpayer and trader profiles, registering and de-registering taxpayers, taxpayer education, debt collection up to a civil judgements and outstanding returns, thereby ensuring enhanced service delivery and compliance.

Education and Experience

Minimum Qualification & Experience Required

• Senior Certificate (NQF 4) AND 2 years' experience in a customer service environment

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 channels interactions for all tax products, in compliance with SARS policies and procedures. (E-mail, Face to Face, Digital Channels, Virtual, Education and Promotion).
• Maintain the profile of existing taxpayers, register new taxpayers, code and subsequently deregister taxpayer 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.
• Receive, sort, register, process, and distribute all documentation to relevant business units, to enhance taxpayer services.
• Ensure that all face-to-face, voice, inbound and outbound queries across all tax products 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.

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

• 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
• Trust
• Respect
• Attention to Detail

Technical competencies

• Active Listening
• Communication Skills
• Computer Literacy
• Customer Relationship Management
• Customer Understanding
• Efficiency Improvement
• Financial Acumen
• Handling difficult calls
• Product Knowledge
• Query Resolution
• Standard operating procedure compliance
• SARS Systems Products
• Tax Knowledge

Deadline:13th February,2026