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
Bachelor s degree in Business Administration or equivalent
A minimum of 3 years of relevant experience
