Title: Supporter Services Agent

Department: Fundraising

Duration: Fixed Term Contract Renewable

Reporting to: Supporter Retention Assistant

Location:  South Africa

Purpose of the Role 

The Supporter Services Agent is responsible for welcoming new Greenpeace Africa supporters through personalised onboarding calls, ensuring all personal and e-mandate details are accurate. Additionally, the Supporter Services Agent identifies donor campaign interests to tailor communications and enhance long-term engagement.

Main duties 

New Supporter Onboarding

  • Conduct welcome calls to new supporters using Genesys Cloud, accurately confirming personal and donation information.
  • Explain Greenpeace Africa’s mission, funding model, and campaigns, ensuring supporters clearly understand the impact of their contributions.
  • Identify supporter interests to personalize engagement opportunities, enhancing long-term supporter retention.
  • Successfully connected with 65% of new acquisition donors during welcome calls, surpassing onboarding targets.
  • Manage cancellation requests by offering adjusted donation options, retaining 9% of at-risk supporters in line with ODP targets.
  • Maintain accurate supporter records and interactions in internal systems, ensuring compliance with organizational standards. 

Call Centre Operations & Customer Support

  • Handle a high volume of outbound calls professionally while maintaining excellent customer service standards.
  • Assist supporters with queries related to donations, campaigns, account details, and supporter engagement.
  • Resolve supporter concerns efficiently while maintaining a positive supporter experience and brand reputation.
  • Follow approved scripts, call procedures, and compliance requirements during all supporter interactions.
  • Escalate complex supporter issues to the Supporter Services Team Leader.
  • Maintain detailed and accurate records of all supporter interactions, transactions, and feedback within the CRM system.
  • Meet and exceed key performance indicators (KPIs) such as call connection rates, supporter retention, and service quality.
  • Ensure confidentiality and protection of supporter information at all times in accordance with data protection policies.

Supporter Engagement & Retention

  • Build rapport with supporters during onboarding and follow-up interactions, creating a positive and professional first impression.
  • Address queries or concerns raised by supporters during calls and escalate complex issues to the Supporter Services Team Leader and the Acquisition Team.
  • Ensure supporters feel valued, informed, and motivated to continue their engagement with Greenpeace Africa.

Data Accuracy & Systems Management

  • Verify and update supporter information across internal databases, ensuring accuracy and compliance with data protection regulations.
  • Record supporter preferences, donation details, and interactions in the database for use by fundraising, marketing, and engagement teams.
  • Flag any discrepancies or issues in e-mandate submissions for follow-up with relevant teams.

Professional Conduct & Communication

  • Maintain high standards of professionalism, empathy, and courtesy during all supporter interactions.
  • Communicate clearly, confidently, and accurately via phone, email, or other approved channels.
  • Handle sensitive conversations with discretion, building trust and long-term supporter loyalty.

Collaboration & Process Support

  • Work closely with Supporter Services team members, Fundraising, and Digital Teams to ensure seamless onboarding.
  • Share insights from supporter interactions to inform engagement strategies, campaigns, and retention initiatives.
  • Assist with ad hoc onboarding, operational, and process improvement projects as required.

Skills & Competencies

  • Excellent communication and interpersonal skills.
  • Strong attention to detail and accuracy, particularly with personal and donation information.
  • Empathy, patience, and the ability to handle sensitive conversations.
  • Ability to work independently, manage time effectively, and achieve performance targets.
  • Experience with CRM or donor management systems (e.g., Salesforce, Fundraise Up, Paystack) is advantageous.
  • Solid Call Centre experience with strong customer service and problem-solving abilities.

Greenpeace Africa is an equal opportunity organisation committed to achieving diversity within its workforce, irrespective of gender, nationality, disability, sexual orientation, culture, religious and ethnic background. 

Interested qualified candidates should email a cover letter & CV to [email protected] with the subject line- Supporter Services Agent as the subject line by 31 March 2026