Contact Centre Agents x 18 Posts || ZIMRA

  • Harare

ZIMRA

DUE: 04 FEB 2023

Applications are invited from suitably qualified persons to fill the following posts within
the Zimbabwe Revenue Authority (ZIMRA) – an equal opportunity employer.
CONTACT CENTRE AGENT– LEVEL 13 (18 POSTS)

Key Responsibilities
Presents a professional image to the organisation’s clients by adhering to provided
scripts and presenting a positive attitude always.
Handles client’s inquiries telephonically, by email and chat platforms according to set
standards and turnaround times.
Receives and logs in clients related issues on the phone and routes calls/contacts to
the appropriate resource.
Communicates with clients on planned maintenance works or any other network
disruptions.

Researches required information using available resources to resolve client’s
complaints.
Provides clients with accurate service information.
Enters new client’s information into system and updates existing client’s information.
Identifies and escalates priority issues affecting service delivery to clients and
immediately reports any service challenges being faced by clients.
Follows up clients calls/ contacts where necessary.
Delivers prepared service scripts to persuade potential clients to comply with revenue
laws.

Takes the customer through the compliance process.
Timely follow up on initial contact by maintaining an accurate and organised database.
Enter correct call dispositions on all traffic to ensure accuracy of generated system
reports.
Enters correct data in the system when updating customer records.
Inputs the raw data needed for reports compilation mainly through call dispositions
and escalated queries.
Reports on turnaround time to resolve customer queries.

Job Skills and Competencies
Ability to communicate effectively in written and spoken language and strong
interpersonal skills.
Ability to work both independently and as part of a team.
Good analytical, conflict management and stress management skills.
Knowledge of administration and clerical processes with multi-tasking capability.

Qualifications and Experience
A degree in Fiscal Studies, Economics, Business Studies, Business Management,
Accounting, Marketing or equivalent.
Minimum of One (1) year Domestic Taxes and/ Customs and Excise Training or
Minimum of Six (6) months experience in a Customs and Excise / Domestic Taxes
environment in the field or client care unit.
Membership and or training by an accredited customer care institution is an added
advantage.
Ability to speak and write one or more official languages is an added advantage.

TO APPLY
Interested candidates should submit applications, accompanied by a detailed Curriculum
Vitae by 4 February 2023, All applications should be emailed to:
ZimraRecruitment@zimra.co.zw clearly stating the position applied for and
addressed to:
The Director, Human Capital
Zimbabwe Revenue Authority
6th Floor ZB Centre
Corner First Street / Kwame Nkrumah Avenue
P. O. Box 4360
HARARE
Please note that only shortlisted applicants will be responded to and females
are encouraged to apply.