Telemarketing

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.

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