Job Description

Roles & Responsibilities

Job 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
Analyse 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

Desired Candidate Profile

Bachelor s degree in Business Administration or equivalent

A minimum of 3 years of relevant experience

Central Processing Senior Specialist Zakat, Tax and Customs Authority

Central Processing Senior Specialist
Zakat, Tax and Customs Authority