Supporter Services Agent

About the role

The Supporter Services Agent welcomes new Greenpeace Africa supporters through personalized onboarding calls, ensuring all personal and donation details are accurate. The role also tailors communications based on donor interests to boost long‑term engagement.

Key responsibilities

• Conduct welcome calls using Genesys Cloud, confirming personal and donation information.
• Explain Greenpeace Africa’s mission, funding model, and campaigns.
• Identify supporter interests to personalize engagement and improve retention.
• Handle cancellation requests and propose alternative donation options.
• Manage a high volume of outbound calls while maintaining service quality.
• Respond to supporter queries about donations, campaigns, and account updates.
• Escalate complex issues when necessary and follow approved scripts and compliance procedures.
• Maintain accurate supporter records in the CRM and ensure compliance with the Mauritius Data Protection Act.
• Collaborate with Supporter Services, Fundraising, and Digital teams to share insights and support process improvements.

Required profile

• Excellent communication and interpersonal abilities.
• Strong customer‑service mindset with problem‑solving skills.
• High attention to detail and accuracy.
• Empathy and professionalism in handling sensitive conversations.
• Ability to work independently, prioritize tasks, and meet performance targets.

Required skills

• Experience with Genesys Cloud call platform.
• Familiarity with CRM or donor‑management systems such as Salesforce, Fundraise Up, or Paystack.