Call Center Agent

Job Objective

• One sentence summary of the main objective of the job, the most important activities and the means
• and guidelines to obtain the objectives.
• Call Center Rep. is responsible to manage inbound calls from donors or public, responding to their
• questions, follow up on enquires, escalate calls or complaints as needed. He\she is responsible to
• perform outbound calls for generated leads (potential donors) received from different recruitment
• channels; digital and on ground campaigns and make every effort for conversion to actual donors in
• alignment with GEPD donation centers.

Environment

Internal and external interactions i.e.: with other departments/divisions, international scope,

providers, customers)

Internal: Quality and Operations.

External: Donors, Third party providers, and public.

Key responsibility

• Answer inbound calls received on GEPD hotline: Responding efficiently and accurately to callers,
• explaining possible solutions, and ensuring that caller feel supported and valued.
• Managing large amounts of inbound and outbound calls in a timely manner.
• Identifying caller's needs, clarify information, research every issue and providing solutions.
• Management and follow up donor complaints with the donation center.
• Identify and escalate issues to call center supervisor.
• Process appointments and other application.
• Route calls to appropriate resources.
• Document all call information according to standard operating procedures.
• Recognize, document, and alert the management team of trends in received calls.
• Follow up donors calls where necessary.
• Complete call logs and reports.
• Building lasting relationships with donors and other related functions based on trust and reliability.
• Utilizing software, databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent donor service.
• Following call center scripts when handling different topics.
• Meet personal/team qualitative and quantitative targets.
• Receive donor Feedback/Complaint or any concerns, document the complaints as required and
• archive the complaints as applicable.
• Follows the company policies, procedures and regulations.

Academic experience required

Bachelor 's Degree (or equivalent) in related fields.

Professional Experience Required

Typically requires a minimum of 2 years of related experience in call center or customer service.

Computing Skills

Proficiency in all Microsoft Office applications, call center applications and CRMs.