ActionAid (AA) Nigeria is an affiliate of ActionAid International, which is a global alliance of organisations working towards achieving a world without poverty and injustice in which every person enjoys the right to a life with dignity. As a large and visible development organisation, we work in more than 40 countries in Africa, Asia, Europe and America. Our expertise lies in community-led approaches to development and working through partnerships with the poor and other grass root organisations.
We are recruiting to fill the position below:
JobTitle: Retention Support Volunteer
Location: Abuja, Nigeria
Responsible to: Supporter Services Advisor
Line Management: None
Duration: 1 year
Contract: Short Term
The Retention Support Volunteer will be responsible for receiving inbound calls and making outbound call, follow up calls, conversion of ActionAid’s community sponsorship prospects and supporters.
As a contact centre agent, s / he will be responsible for receiving calls in two languages; Hausa and English language, while also ensuring response to inquiries, managing mails, and engage with supporters via the chat engine and mobile phones.
S / he will ensure the application of AAN policies and procedures in collaboration with the other members of the fundraising team. S / he will also manage the electronic documentation of data and donations.
Support fundraising team with retention service
Maintain good customer service skills in relating with prospects and supporters of ActionAid’s community sponsorship
Ensure excellence in client service for inbound donation calls, outbound calls and other supporter calls and emails.
Respond to all inquiries via e-mail, chat engine and call center facility
Respond to queries and challenges with payment process and escalate same for quick resolution
Information / complaints follow-ups and monitoring for a timely resolution.
Archive all data received from prospects and supporters
Archive testimonials from supporters
Responsible for chatting professionally with prospects and supporters
Schedule and make outbound calls following prepared scripts
Follow up on supporters and prospects for donation
Support donation process and any other funds received including gifts in kind, receipting and banking on a daily basis
Education / Qualifications: First degree in Social Sciences or Arts / Development Studies or related fields is essential
Experience: Relevant NYSC programme support experience in customer service is essential
Experience working in NGO on a similar role is desirable
Skill / Abilities:
Excellent written and verbal communication skills
Ability to speak Hausa
Proficiency in MS Office (MS Excel and MS PowerPoint, in particular)
Excellent time management skills and the ability to prioritize work
Attention to detail and problem-solving skills
Strong organizational skills with the ability to multi-task
Strong organizing and reporting skills
Application Closing Date
21st October, 2020.
How to Apply
Interested and qualified candidates should send their CV and Cover Letter as a single document in an MSWord attachment to: [email protected] Only electronically submitted forms will be considered.
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Subject line of emails must clearly state Job Title of position and location applied for e.g. Retention Support Volunteer – Abuja
ActionAid offers competitive terms of employment. Applications from women and candidates from the North East are particularly encouraged.
While we respect all applicants, interview dates will be communicated only to shortlisted candidates.