Service Consultant – Beginner – Level 1 Jobs

Job Purpose

To handle inbound and outbound scripted and partially scripted service requests for one tax product from 1-2 channels. This must comply with SARS policies and procedures. Duties include consulting with clients, resolving queries, maintaining taxpayer and trader profiles, registering and de-registering taxpayers, providing taxpayer education, and collecting debts up to a final demand. The goal is to enhance service delivery and compliance.

Education and Experience

Minimum Qualification and Experience Required

• NQF Level 6 or above (Relevant National Diploma / Advanced Certificate) in Taxation, Accounting or Finance, plus 2 years of customer service experience.

OR

• Senior Certificate (NQF 4) plus 2 years of experience in a customer service environment.

Minimum Functional Requirements

• Basic overview of all taxes (including Customs and Excise) plus proficiency in Personal Income Tax (PIT). Basic knowledge of non-core taxes associated with PIT only, such as Provincial Tax, Capital Gains Tax, Dividends, Donations, Fund Benefits, Estate Duty, Transfer Duty, Withholding Tax on Interest and Royalties.

Job Outputs

Process

• Handle inbound and outbound scripted service interactions through 1-2 channels for one tax product, following SARS policies and procedures (e.g., blended voice, virtual, and face-to-face; including technical and customer support on digital channels like eFiling and HyEF).
• Assist taxpayers and traders directly by providing advice and support to manage their obligations, offer clarity, and make compliance easier.
• Maintain profiles of existing taxpayers, register new ones, code, and de-register on SARS core systems to improve taxpayer services.
• Follow up on non-compliance at an entry level to enhance taxpayer service and improve compliance.
• Validate and update taxpayer information to ensure accuracy in the SARS database.
• Conduct environmental scanning to identify non-compliant taxpayers and guide them to register, increasing the tax base.
• Communicate transactional outputs and queries in your area of work according to policies and quality requirements.
• Contribute to developing and improving area-specific standards, procedures, and processes for continued quality and service improvement.
• Support the successful implementation of change initiatives in your area of work.
• Deliver on contracted performance objectives and escalate unresolved issues to management and process owners.
• Use your knowledge and experience to identify and develop solutions that improve service delivery and quality.
• Plan and schedule your activities effectively to continuously improve quality and service delivery.
• Embrace change initiatives and contribute positively to their success.
• Ensure high-quality work with quick turnaround times, prioritize tasks, minimize errors, and continuously improve quality, service, and standards.
• Plan and organize your work effectively to meet performance objectives.
• Report on transactional and process activities within guidelines to provide timely information for decision-making.

Governance

• Comply with set governance and compliance procedures related to your area of work and continuously identify and escalate risks.

People

• Search for, integrate, and share new knowledge from formal and informal learning opportunities in your job.
• Drive your own performance and development to achieve and improve work outputs in line with required response times, quality, and service standards.

Finance

• Adhere to specified policies, standards, legislation, and procedures to prevent waste of resources, unauthorized expenditure, or wasteful spending, and report any violations.

Client

• Contribute to a culture of service excellence that builds positive relationships and allows for feedback and exceptional service.
• Ensure client satisfaction by delivering consistent, seamless, quick, and error-free service.

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 Understanding
• Efficiency Improvement
• Financial Acumen
• Handling Difficult Engagements
• Query Resolution
• Standard Operating Procedure Compliance
• Tax Knowledge

Deadline: 5th February 2026