About this role
With 75 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.
Come join our 33,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!
Key Responsibilities:
The role of the Contact Centre Consultant at World Vision Australia (WVA) is to provide superior service to WVA’s supporters and the Australian public, as well as assisting them in understanding WVA’s core purpose and supporting processes. This role specifically engages with supporters in a manner which results in long-term loyalty whilst maximising opportunities to advocate on behalf of children and communities that WVA serve. This role contributes towards achieving acquisition targets for Child Sponsorship and related products through optimising each opportunity to generate funds. This role maintains a resourceful state to establish and build rapport, exploring supporter values in every interaction. Effective story-telling is essential to inspire and influence income generation and loyalty creation. Working both in a team and autonomously, this role maximises contact opportunities and provides accurate and timely responses to supporters. This role will also require provision of operational support to contact centre’ various phone queues, both inbound and outbound, as per business needs.
Major Responsibilities:
Ensure supporter contact results in meeting it exceeding where possible, the expectations of supporters in line with strategic objectives of the Contact Centre.
Ensure superior customer service is provided to supporters.
Meet expected standards in call coaching, Quality Assurance (QA) and Product Management.
Be available for duties as indicated by the agreed roster.
Report on deviations in workflow to the Contact Centre Team Leader.
Demonstrate a consistently professional, flexible and courteous attitude/response towards WVA staff, supporters, internal customers and the public.
Provide timely, accurate response/follow-up to WV supporters.
Identify and maximise critical behaviours to develop long term loyalty.
Meet set targets in sales and retention.
Ensure agreed individual and team targets are achieved in line with strategic objectives.
Identify and maximise all sales leads and opportunities.
Meet expected targets in sales and retention.
Maximise opportunities to develop long term loyalty.
Grow child and non-child sponsorship income from Australian public and business.
Qualifications:
Former Sponsored Child of World Vision Philippines (kindly indicate your Child ID Number)
Graduate of bachelor degree in Marketing, Business Management, Social/Behavioral Sciences or any four-year course with relevant experience in telemarketing and customer care/service.
Computer literacy skills, e.g. strong skills in the use of MS Office Suite: email, calendar, accurate and efficient keyboard /data entry skills.
Travel/Work Environment Requirements:
Hybrid work setup.
Physical Requirement:
Fit for office work.
Applicant Types Accepted:
Local Applicants OnlyOther facts
About World Vision
World Vision is the largest child-focused private charity in the world. Our 33,000+ staff members working in nearly 100 countries have united with our incredible supporters to impact the lives of over 200 million vulnerable children by tackling the root causes of poverty. Through World Vision every 60 seconds…a family gets water…a hungry child is fed…a family receives the tools to overcome poverty.
Motivated by our faith and guided by our deep experience and expertise, we are a Christian humanitarian, development and advocacy organisation devoted to improving the lives of children, families and their communities around the world and creating lasting impact that will live on in generations to come. We serve all people, regardless of religion, race, ethnicity, or gender.
What you'll do
- The Donor Care Specialist provides superior service to supporters and assists them in understanding the organization's core purpose. This role also focuses on building long-term loyalty and maximizing opportunities for fundraising.
Ready to join World Vision?
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