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Retention Support Volunteer at ActionAid (AA) Nigeria

Posted on Thu 15th Oct, 2020 - hotnigerianjobs.com --- (0 comments)


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

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

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.

Click Here For More Information

Note

  • 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.

  

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