Telemarketing Agent at SOS Children’s Villages

Position Summary:

• Reporting to the Head of the Fund of Development and Communications, the Telemarketing Officer supports fundraising efforts by contacting donors and potential donors, securing funding, and following up on leads generated from digital and face-to-face campaigns.

Key Performance Areas and Main Responsibilities:
Lead Follow-up:

• Contact current and potential donors to thank them and follow up on their interest.
• Qualify leads and assess their level of interest and commitment.

Donor Engagement:

• Engage donors in conversations about the organization’s mission and programs.
• Provide information on donation options and fundraising initiatives.

Lead Management:

• Document donor interactions in Salesforce CRM.
• Ensure accurate and complete donor records.

Collaboration:

• Collaborate with the Digital Fundraising Officer for seamless lead handovers.
• Provide feedback on lead quality and campaign performance.

Fundraising:

• Actively solicit donations to meet fundraising targets.
• Tailor appeals to donor preferences and interests.
• Performs other reasonable tasks assigned by the immediate supervisor.

Formal Qualifications & Experience Requirements

• Diploma in Communications or Business Administration in the Communication field.
• Bachelor’s Degree will be an added advantage in the field of Communications and/or business administration.
• 1 – 2 years of verified experience in telemarketing, customer service, or fundraising, preferably in a nonprofit or call center environment
• Strong commitment to teamwork.
• Excellent verbal communication skills, with the ability to engage donors in conversation, build rapport, and inspire support for SOS Children’s Villages Kenya.
• Ability to work independently, and as part of a team, with a positive attitude and willingness to contribute to fundraising success.
• Be flexible and willing to adjust activities and priorities and take on new responsibilities.
• Applies creativity and good judgment in addressing donors.
• Well written and spoken English skills
• Basic computer skills, including familiarity with MS Word, Access, Excel, Outlook, CRM Dynamics systems, and data entry processes.
• Data capturing experience
• Effective time management skills, ability to work under pressure
• Strong listening skills, empathy, and patience to understand donor needs, address concerns, and provide appropriate information and assistance.