Benefits:
Opportunity for advancement
Signing bonus
Training & development
The Customer Service Representative is the "voice of CARE" for thousands of donors, sponsors, and partners. This role is responsible for providing world-class service to supporters, ensuring they feel valued, informed, and connected to CARE’s work in defeating poverty and achieving social justice. You will manage incoming inquiries, process donations, and maintain the integrity of our supporter database.
Key Responsibilities
Front-line Support: Act as the primary point of contact for donor inquiries via phone, email, and live chat.
Issue Resolution: Resolve complex donor issues (e.g., payment failures, missing tax receipts, or sponsorship questions) with empathy and efficiency.
Advocacy & Education: Provide accurate information about CARE’s global projects, such as emergency response in crisis zones or long-term programs focused on women’s economic empowerment.
Stewardship: Make outbound "thank you" calls to donors to increase retention and deepen their connection to the mission.
Gift Processing: Accurately enter and process donations received via mail, phone, and online platforms.
Database Maintenance: Update donor records in the CRM (e.g., Salesforce or Raiser’s Edge) to ensure data hygiene and GDPR/Data Privacy compliance.
Financial Accuracy: Manage recurring gift cancellations, upgrades, and credit card updates to ensure a steady stream of funding for field programs.
Quality Control: Review outgoing donor communications (acknowledgment letters and tax receipts) for accuracy and brand alignment.
Feedback Loop: Identify and report trends in donor inquiries to help the Marketing and Fundraising teams improve their campaigns.
Collaboration: Work closely with the Finance and IT teams to troubleshoot payment gateway issues or system bugs.
Qualifications & Skills
Essential:
Communication: Exceptional verbal and written communication skills with the ability to convey complex humanitarian issues simply and passionately.
Tech-Savvy: Proficiency in Microsoft Office 365 and experience working with a CRM or database.
Empathy: A genuine "people person" who can handle emotional or difficult conversations with patience and grace.