Customer Experience: Junior Specialist Jobs

Job Purpose

To offer operational, analytical, and reporting support through data quality management. This includes tasks like data cleansing, ensuring integrity, enrichment, and managing data flow. The goal is to handle the data needs of a business unit effectively, improving customer experience and fostering a culture of compliance.

Education and Experience

Minimum Qualification and Experience Required:

• Bachelor’s Degree / Advanced Diploma (NQF 7) in Statistics, with 5-7 years’ experience in customer experience metrics (such as CXI, VOC, Net Sentiments), customer excellence, system and API integration, or similar. Of this, 2-3 years should be at a technically skilled level.

Alternative:

• Senior Certificate (NQF 4) and 10 years’ experience in customer experience metrics (such as CXI, VOC, Net Sentiments), customer excellence, system and API integration. Of this, 2-3 years should be at a technically skilled level.

Job Outputs

Process

• Gather feedback from employees on customer experiences, analyze it, and suggest improvements.
• Contribute to system development and improvements, including usability studies to make it easier for customers to do business with SARS across channels.
• Collect information, analyze customer pain points, and find ways to improve.
• Follow research governance standards, procedures, and legislation in all work.
• Prepare reports with actionable recommendations based on segments, products, and metrics for management.
• Understand customer needs and insights to improve online and self-service user experiences.
• Consolidate customer experience data and plan activities to implement customer experience metrics successfully.
• Help map customer journeys by segment, channel, and products to identify and resolve pain points and bottlenecks.
• Conduct benchmark studies with other revenue authorities to improve customer value and deliver insights.
• Review work progress, contribute to reporting, support decision-making, and spot improvement opportunities.
• Use practical knowledge to identify trends and risks in methods, systems, and procedures.
• Communicate insights, judgments, and handle queries in your area of expertise.
• Apply policies, practices, standards, procedures, and legislation correctly in your work.
• Diagnose problems, their causes, and effects using your knowledge and experience to solve issues.
• Initiate and implement process changes, providing guidelines and support for new requirements.
• Plan improvements, initiatives, and services to meet operational strategy and objectives.
• Investigate opportunities to optimize operations, processes, products, and risks.

Governance

• Implement governance processes, systems, and legislation in your area of specialization, and provide input where needed.

People

• Build and maintain strong working relationships with peers and team members to meet objectives.
• Seek out, integrate, and share new knowledge from learning opportunities in your role.

Finance

• Follow organizational policies and procedures to ensure cost-effectiveness and reduce financial costs.

Client

• Promote a culture of service excellence, building positive relationships and allowing for feedback and great service.
• Provide expert advice and services to internal and external stakeholders.

Behavioural Competencies

• Accountability
• Analytical Thinking
• Attention to Detail
• Commitment to Continuous Learning
• Conceptual Ability
• Customer Orientation
• Customer Service
• Fairness and Transparency
• Honesty and Integrity
• Information Seeking
• Organisational Awareness
• Stakeholder Engagement and Management
• Problem Solving and Analysis
• Respect
• Trust

Technical Competencies

• Business Knowledge
• Creative and Innovative Thinking
• Data Collection & Analysis
• Customer Relationship Management
• Effective Business Communication
• Efficiency Improvement
• Functional Policies and Procedures
• Reporting
• SARS System Products