Job Purpose
Jobholders at this level carry out specific tasks independently but are subject to close supervision. They research, collect and analyse information, draft reports and documents, participate in specific meetings and develop their own professional expertise.
They undertake simple operational activities including the accurate recording, tracking, monitoring, reporting, and analysis of complaints within approved policies and procedures
Roles And Responsibilities
- Oversee CRM tickets received from internal stakeholders (call center, social media channel, branches, etc.) and assign tickets to relevant team members whilst ensuring adherence to policies, rules, regulations, and SLA timelines
- Classify, sort and label complaints based on management's directions (type, urgency, complexity, etc.) and ensure dissemination to the appropriate stakeholders for timely resolution
- Investigate complaints, review and assess information to determine validity and engage with taxpayers to acquire needed clarifications
- Process and study taxpayers Murasalat, Maakoum, and certifications requests received and ensure prompt response to minimize objections
- Process modifications related to filing frequency, deduction methods, profit margin scheme, cash basis, etc. and ensure adherence with applicable rules and regulations
- Follow up on pending complaints, investigate reasons behind delays and provide corrective actions to ensure efficient and timely processing
- Examine complaints for issues that may expose ZATCA to adverse media publicity or legal issues and escalate to Zakat and Tax Processing Manager appropriately
- Analyze complaints root cause, unlock trends and patterns and develop reports
- highlighting improvement areas
- Assist in the ongoing review of complaint policies, procedures, forms, etc. and provide recommendations to enhance service delivery
- Perform data entry on CRM related systems to document taxpayers complaints and ensure storage of taxpayers information in a preserved manner to facilitate accessibility and future use
- Maintain complaint management system's performance and related databases, ensure continuous update and provide guidance in solving problems to avoid disruption that might impact internal and external stakeholders
- Record and categorize system incidents and interruptions to identify operational deficiencies and recommend improvements
- Communicate with ZATCA's internal departments to provide assistance and information related to taxpayers complaints and related communications
- Cooperate with taxpayers through different channels to request clarifications and collect additional data needed for effective complaint handling
- Provide support in the development of FAQs, service charters and catalogues based on complaint observations and recurrent issues
- Coordinate with concerned stakeholders on solutions development and ensure continuous follow up on complaints resolution while adhering to deadlines and SLAs
- Follow all relevant policies, processes and standard operating procedures so that work is carried out in a controlled and consistent manner
- Help in solving escalated problems and provide needed support for junior team to ensure work is carried out in an efficient manner
- Escalate complex problems to the relevant person to ensure cases/issues are closed properly
- Perform other duties as requested
- Train junior staff on the different job activities to ensure transfer of know-how, when applicable
- Provide clear direction, prioritize tasks, assign and delegate responsibility, and monitor the workflow of subordinates/ junior staff
- Support junior staff or direct reports in order to execute their duties according to set policies and processes
Job Qualifications And Requirements
1-2 years of relevant experience
Bachelor's degree in Business Administration or equivalent is required
