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x18 Contact Centre Agent (Level 13) - Zimbabwe Revenue Authority (ZIMRA)

Hiring Organisation: Zimbabwe Revenue Authority (ZIMRA)
Alert: Application Deadline Expired

Job Description

Applications are invited from suitably qualified persons to fill the above-mentioned posts within the Zimbabwe Revenue Authority (ZIMRA) - an equal opportunity employer.

Duties and 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 databise.
  • 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. 

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. 

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. 

How to Apply

Interested candidates should submit applications, accompanied by a detailed Curriculum Vitae. All applications should be emailed to: 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


NB: Please note that only shortlisted applicants will be responded to and females are encouraged to apply. 

Deadline: 04 February 2023

Alert: Application Deadline Expired

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Zimbabwe Revenue Authority (ZIMRA)

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