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 strengthen 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 standards.
• Respond to supporter queries about donations, campaigns, and account updates.
• Resolve concerns efficiently and escalate complex issues when needed.
• Follow approved call scripts, compliance procedures, and KPI targets.
• Maintain accurate supporter records in the CRM and verify data in line with the Mauritius Data Protection Act.
• Report discrepancies and collaborate with Supporter Services, Fundraising, and Digital teams.

Required profile

• Excellent communication and interpersonal skills.
• Strong customer service and problem‑solving abilities.
• High attention to detail and accuracy.
• Empathy, professionalism, and confidence in handling sensitive conversations.
• Ability to work independently, manage priorities, 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.