Retention Support Volunteer at ActionAid Nigeria

Responsible to: Supporter Services Advisor
Line Management: None
Duration: 1 year
Contract: Short Term

Job Purpose

• 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.

Key Duties

• 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

Person Specifications
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