Job Description
Key Responsibilities:
A. Donor Value Maximization (75%)
· Conduct outbound calls to existing and lapsed donors to:
· Encourage increased monthly donation amounts (donor upgrade).
· Convert one-time donors into regular monthly supporters.
· Reactivate lapsed or inactive donors.
· Extending donor commitment periods (proactive).
· Communicate program impact and stories effectively to enhance emotional connection with donors.
· Follow structured scripts and donor engagement frameworks while allowing flexibility for personalized conversations.
· Record all donor interactions and outcomes accurately in the CRM system.
· Monitor call performance and contribute to weekly reporting on upgrade rate, retention, reactivation, and call quality.
· Collaborate with the donor care and data teams to ensure correct donor segmentation and targeted outreach.
· Escalate donor concerns, feedback, or complex issues to the appropriate internal team promptly.
· Support ongoing improvement of calling scripts, donor journey flows, and telemarketing strategies.
· Ensure all donor engagements comply with company's ethical standards, data privacy policies, and child safeguarding guidelines.
B. Donor Care Support (25%)
· Respond to inbound donor inquiries via phone or follow-up calls, including questions about donation status, payment issues, or program information.
· Assist with updating donor data (e.g., contact details, payment methods) as needed.
Handle donor concerns with professionalism and empathy, escalating complex issues to the appropriate team.
Requirement
- Minimum education: Bachelor’s degree in marketing, Communication, Public Relations, or related fields is preferred.
- Minimum 1 year of experience in telemarketing, telesales, customer relationship, or nonprofit fundraising.
- Strong communication, persuasion, and active listening skills.
- Empathy-driven approach to conversations, with a donor-centric mindset.
- Able to work under performance targets (KPIs) and maintain high-quality donor experience.
- Familiarity with CRM systems and digital fundraising tools.
- Comfortable working in a structured, fast-paced, and target-oriented environment.
Jenis Pekerjaan: Kontrak
