Donor Care Specialist

Humaniti is building the largest movement to reduce human suffering on a global scale. We work with partners worldwide to provide food, water, healthcare and education to underserved communities and lead programs that promote sustainable change for vulnerable lives.

Collaboration is essential to our momentum and that starts with a strong team. Our work is driven by a diverse culture of highly ambitious and supportive people who are all united under our promise to impact a billion lives. Together, we can do this!

Are you passionate about helping people and want to work in a role that has a positive impact on the most vulnerable people across the world?

Do you have excellent communication in both French and English and have strong customer service skills with the ability to fundraise to make a difference?

Our Donor Care Team is growing and we're looking for an experienced and driven individual with a passion to help achieve our mission of helping the less fortunate across the globe to raise funds, sponsor orphans, build wells, feed the needy, and respond to emergencies.

Our Donor Care Specialists are highly skilled individuals with strong interpersonal and data management skills who can effectively communicate and respond to all our donor inquiries and resolve any issues that arise daily with a focus on providing world-class donor experience and great results.

Join our team today and use your exceptional sales and customer service skills to help end poverty and make our world a better place by turning a small change into a big difference!

Key Areas of Responsibility

• Full knowledge and understanding of all our programs and services
• Ability to articulate the impact of a donor’s gift and educate them on our different programs, events and services
• Practice and understanding of team Standards of Practice (SOP’s) and following departmental policies and procedures thoroughly
• Fundraising through scripted campaign calls during peak seasons
• Processing donations securely, ethically and confidentially
• Responding to both inbound and outbound inquiries with donors, including internal and external parties via phone calls, live chats, emails and text messages promptly
• Navigating and updating various software and information systems related to donor management
• Reaching individual quotas/KPI’s s to meet fundraising targets and achieve department goals
• Providing Administrative assistance and updating system data while providing support to other departments/teams as needed
• Participate in ongoing training and workshops to improve your communication, skills, and knowledge about Penny Appeal's programs and activities
• Translating French-language documents, texts or files into English and supporting other departments on French-to-English language translation tasks, as needed

Qualifications & Requirements

• Must be 18 years of age or older and able to pass a criminal background check
• Multilingual preferred; fluency in both English and either Arabic or Urdu(written and spoken)
• Post-secondary degree or completion of certification in a related field of study is preferred
• Mature and experienced with at least 1-2 years of Call Center or similar experience with the ability to process both inbound and outbound calls, including cold calls, 100+/daily scripted fundraising/welcome calls
• Background in customer service and administration with sales or fundraising experience
• Ability to accurately translate multi language documents, texts or files into English
• Proficient in Excel or Google Sheets (V-look up, Pivot tables, etc.) with ability to analyze data
• Digital Platform experience: G-Suite, Asana, CRM, Slack, Stripe and Live Chat is an asset
• Experience in handling and processing monetary transactions with discretion
• An aptitude for listening, solving problems, and responding to new challenges with a positive attitude
• Ability to manage a high-volume inbound/outbound calls, live chats, texts and emails in a timely and professional manner
• Resourceful team-player with the confidence to approach donors and collaborate with different departments and teams
• Strong communication skills with the ability to understand and relay information effectively
• Ability to follow instructions with minimal supervision
• Highly organized and efficient with great attention to detail and a proven ability to multitask
• Have a dedicated, quiet and private home office (with a door), Headset USB with mic and newer-version Windows PC or Mac (Required) and a second monitor screen
• Have a secure high-speed internet connection (satellite is not compatible)
• Knowledge of Islamic practices and religious holidays/events
• Previous non-profit or donor care experience is an asset

Compensation and Start Date

This position is based in Karachi , with a competitive salary compensation

Hours/Shift Opportunities (40 hours weekly):

Hybrid role

9:00am - 12:30pm in Karachi office and 8pm-12am UTC

Each shift is subject to change during various busy seasons such as Ramadan, Dhul Hijjah, etc;