Call Center Agent – Donor Support

About the role

We are seeking a proactive Call Center Agent to handle inbound and outbound calls from donors and the public, providing information, resolving issues, and converting leads into donors. The role supports GEPD donation centers and ensures high‑quality service aligned with organizational standards.

Key responsibilities

• Answer inbound calls on the GEPD hotline, providing accurate information and support.
• Manage large volumes of inbound and outbound calls efficiently.
• Identify caller needs, research issues, and deliver appropriate solutions.
• Handle donor complaints, follow up with donation centers, and document resolutions.
• Escalate complex issues to the call center supervisor.
• Process appointments and applications, routing calls to the correct resources.
• Record all call details according to standard operating procedures and generate logs/reports.
• Monitor call trends and alert management of recurring issues.
• Build lasting relationships with donors based on trust and reliability.
• Use provided scripts, databases, and tools while meeting call‑center metrics.

Required profile

• Bachelor’s degree or equivalent in a related field.
• Minimum 2 years experience in a call‑center or customer‑service environment.
• Ability to work under pressure and meet qualitative and quantitative targets.
• Strong communication skills and ability to follow scripts and procedures.

Required skills

• Proficiency with Microsoft Office applications.
• Experience using call‑center software and CRM systems.
• Ability to navigate databases, scripts, and reporting tools.