Supporter Services Agent

About the role

The Supporter Services Agent welcomes new Greenpeace Africa supporters through personalized onboarding calls, verifies their personal and donation details, and helps them understand the organisation's mission and campaigns. The role also handles inbound and outbound supporter queries, ensuring a high‑quality experience that encourages long‑term engagement.

Key responsibilities

• Conduct welcome calls using Genesys Cloud, confirming personal and donation information.
• Explain Greenpeace Africa’s mission, funding model, and campaign impact.
• Identify supporter interests to tailor communications and improve retention.
• Manage cancellation requests and propose alternative donation options.
• Handle a high volume of supporter calls, responding to queries about donations, account updates, and campaigns.
• 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 orientation and problem‑solving skills.
• High attention to detail and accuracy.
• Empathy and professionalism when 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.

What we offer

• Opportunity to contribute to a leading environmental NGO.
• Collaborative, mission‑driven work environment.
• Professional development and growth within the organisation.