Senior Client Experience & Complaints Officer

Sars; Pretoria; On-site; ZAR 240,000 - 360,000; Full time

Job summary

SARS is seeking an energetic Officer: Client Service Complaints to address taxpayer and trader service issues and ensure rapid resolution in line with operational policies. The role emphasizes accuracy, transparency and timely escalation where required.

The successful candidate will analyse complaint trends, contribute to continuous service improvements, and support stakeholder engagement to make compliance easier for taxpayers while protecting the integrity of tax administration.

Qualifications

• National Diploma / Advanced Certificate (NQF 6) in Business Administration/Public Administration/Communications/Public Management & 2 - 3 years’ experience in a Customer Service environment of which 1 – 2 years is Taxpayer facing at a service environment
• Senior Certificate (NQF 4) & 5 years’ experience in a Customer Service environment of which 1 – 2 years is Taxpayer facing at a service environment

Responsibilities

• Be observant and engage on possible violations of procedures and standards of conduct and escalations
• Maintain a log of all complaints and how they have been addressed for trend and age analysis
• Take accountability for delivery of contracted work outputs within agreed parameters, quality standards and client service targets
• Provide reports with recommendations applicable to area of specialisation
• Apply knowledge to identify trends and risks and communicate judgements
• Ensure compliance with policies, procedures and legislation in service delivery
• Develop productive relationships with peers and team members to achieve objectives
• Adhere to governance and cost effectiveness policies

Skills

Customer Service

Analytical Thinking

Attention to Detail

Problem Solving

Education

NQF 6 Diploma / Advanced Certificate in Business Administration / Public Administration / Communications / Public Management

NQF 4 Senior Certificate with 5 years’ customer service experience (taxpayer facing)

Job description

SARS is seeking an energetic Officer: Client Service Complaints to address taxpayer and trader service issues and ensure rapid resolution in line with operational policies. The role emphasizes accuracy, transparency and timely escalation where required.

The successful candidate will analyse complaint trends, contribute to continuous service improvements, and support stakeholder engagement to make compliance easier for taxpayers while protecting the integrity of tax administration.