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