Purpose of Job
Jobholders at this level are capable of operating with minimal supervision. They work within guidelines and procedures in order to prepare more complex, specialized or ad-hoc reports in their related field. They contribute to the completion of milestones or operational targets within the assigned functional area.
They undertake operational activities including resolving tickets, supporting customers, and answering their queries.
Job Resposiblites
Customer Support
- Keep abreast of the latest trends and practices related to customer support and call center management for assessment and implementation at GSTC
- Develop/ update policies, processes, procedures, and tools for customer support and call center management to standardize and regulate implementation
- Handle call center and live chat operations and resolve all tickets through CRM in a timely manner according to set standards and procedures
- Receive emails from clients (i.e., taxpayers, etc.), process related transactions, escalate when required, and resolve all tickets in a timely manner according to set standards and procedures
- Check availability and schedule court rooms across GSTC branches for Committees hearings
- Provide support to taxpayers on how to use self-service machines to ensure efficiency of process
- Support taxpayers, in person, in application forms through directing them on how to fill it, verifying the forms validity, and informing them of the next steps
- Ensure the availability of the required documents and the correct representation of the plaintiff
- Provide support to relevant parties and answer their inquiries to ensure proper knowledge and satisfaction
- Coordinate the entry and exit mechanism of customers to ensure proper organization
- Provide the necessary support to regulate the parties entrance into the scheduled judicial hearings
- Provide the necessary support to the parties in registering their cases through the available self-service devices
- Conduct analysis on performance and lessons learned, and provide recommendations on areas for improvement and corrective actions
Organization and Operations
- 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
People Management
- 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 Details
Communication and Contacs
Eductaion
Bachelors degree in Communications, Marketing, or equivalent is required
Experience
A minimum of 2 years of relevant experience
