{"id":60187,"date":"2026-03-19T07:59:26","date_gmt":"2026-03-19T07:59:26","guid":{"rendered":"https:\/\/www.greenpeace.org\/africa\/?p=60187"},"modified":"2026-03-19T07:59:30","modified_gmt":"2026-03-19T07:59:30","slug":"supporter-services-agent","status":"publish","type":"post","link":"https:\/\/www.greenpeace.org\/africa\/en\/open-positions\/60187\/supporter-services-agent\/","title":{"rendered":"Supporter Services Agent"},"content":{"rendered":"\n<p><strong>Title<\/strong>: Supporter Services Agent<\/p>\n\n<p><strong>Department<\/strong>: Fundraising<\/p>\n\n<p><strong>Duration<\/strong>: Fixed Term Contract Renewable<\/p>\n\n<p><strong>Reporting to:<\/strong> Supporter Retention Assistant<\/p>\n\n<p><strong>Location:<\/strong>&nbsp; South Africa<\/p>\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n<h2 class=\"wp-block-heading\"><strong>Purpose of the Role&nbsp;<\/strong><\/h2>\n\n<p>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.<\/p>\n\n<h2 class=\"wp-block-heading\"><strong>Main duties&nbsp;<\/strong><\/h2>\n\n<p><strong>New Supporter Onboarding<\/strong><\/p>\n\n<ul class=\"wp-block-list\">\n<li>Conduct welcome calls to new supporters using Genesys Cloud, accurately confirming personal and donation information.<\/li>\n\n\n\n<li>Explain Greenpeace Africa\u2019s mission, funding model, and campaigns, ensuring supporters clearly understand the impact of their contributions.<\/li>\n\n\n\n<li>Identify supporter interests to personalize engagement opportunities, enhancing long-term supporter retention.<\/li>\n\n\n\n<li>Successfully connected with 65% of new acquisition donors during welcome calls, surpassing onboarding targets.<\/li>\n\n\n\n<li>Manage cancellation requests by offering adjusted donation options, retaining 9% of at-risk supporters in line with ODP targets.<\/li>\n\n\n\n<li>Maintain accurate supporter records and interactions in internal systems, ensuring compliance with organizational standards.\u00a0<\/li>\n<\/ul>\n\n<p><strong>Call Centre Operations &amp; Customer Support<\/strong><\/p>\n\n<ul class=\"wp-block-list\">\n<li>Handle a high volume of outbound calls professionally while maintaining excellent customer service standards.<\/li>\n\n\n\n<li>Assist supporters with queries related to donations, campaigns, account details, and supporter engagement.<\/li>\n\n\n\n<li>Resolve supporter concerns efficiently while maintaining a positive supporter experience and brand reputation.<\/li>\n\n\n\n<li>Follow approved scripts, call procedures, and compliance requirements during all supporter interactions.<\/li>\n\n\n\n<li>Escalate complex supporter issues to the Supporter Services Team Leader.<\/li>\n\n\n\n<li>Maintain detailed and accurate records of all supporter interactions, transactions, and feedback within the CRM system.<\/li>\n\n\n\n<li>Meet and exceed key performance indicators (KPIs) such as call connection rates, supporter retention, and service quality.<\/li>\n<\/ul>\n\n<ul class=\"wp-block-list\">\n<li>Ensure confidentiality and protection of supporter information at all times in accordance with data protection policies.<\/li>\n<\/ul>\n\n<p><strong>Supporter Engagement &amp; Retention<\/strong><\/p>\n\n<ul class=\"wp-block-list\">\n<li>Build rapport with supporters during onboarding and follow-up interactions, creating a positive and professional first impression.<\/li>\n\n\n\n<li>Address queries or concerns raised by supporters during calls and escalate complex issues to the Supporter Services Team Leader and the Acquisition Team.<\/li>\n\n\n\n<li>Ensure supporters feel valued, informed, and motivated to continue their engagement with Greenpeace Africa.<\/li>\n<\/ul>\n\n<p><strong>Data Accuracy &amp; Systems Management<\/strong><\/p>\n\n<ul class=\"wp-block-list\">\n<li>Verify and update supporter information across internal databases, ensuring accuracy and compliance with data protection regulations.<\/li>\n\n\n\n<li>Record supporter preferences, donation details, and interactions in the database for use by fundraising, marketing, and engagement teams.<\/li>\n\n\n\n<li>Flag any discrepancies or issues in e-mandate submissions for follow-up with relevant teams.<\/li>\n<\/ul>\n\n<p><strong>Professional Conduct &amp; Communication<\/strong><\/p>\n\n<ul class=\"wp-block-list\">\n<li>Maintain high standards of professionalism, empathy, and courtesy during all supporter interactions.<\/li>\n\n\n\n<li>Communicate clearly, confidently, and accurately via phone, email, or other approved channels.<\/li>\n\n\n\n<li>Handle sensitive conversations with discretion, building trust and long-term supporter loyalty.<\/li>\n<\/ul>\n\n<p><strong>Collaboration &amp; Process Support<\/strong><\/p>\n\n<ul class=\"wp-block-list\">\n<li>Work closely with Supporter Services team members, Fundraising, and Digital Teams to ensure seamless onboarding.<\/li>\n\n\n\n<li>Share insights from supporter interactions to inform engagement strategies, campaigns, and retention initiatives.<\/li>\n\n\n\n<li>Assist with ad hoc onboarding, operational, and process improvement projects as required.<\/li>\n<\/ul>\n\n<h2 class=\"wp-block-heading\"><strong>Skills &amp; Competencies<\/strong><\/h2>\n\n<ul class=\"wp-block-list\">\n<li>Excellent communication and interpersonal skills.<\/li>\n\n\n\n<li>Strong attention to detail and accuracy, particularly with personal and donation information.<\/li>\n\n\n\n<li>Empathy, patience, and the ability to handle sensitive conversations.<\/li>\n\n\n\n<li>Ability to work independently, manage time effectively, and achieve performance targets.<\/li>\n\n\n\n<li>Experience with CRM or donor management systems (e.g., Salesforce, Fundraise Up, Paystack) is advantageous.<\/li>\n\n\n\n<li>Solid Call Centre experience with strong customer service and problem-solving abilities.<\/li>\n<\/ul>\n\n<p><em>Greenpeace Africa is an equal opportunity organisation committed to achieving diversity within its<\/em><em> <\/em><em>workforce,<\/em><em> ir<\/em><em>respective of gender, nationality, disability, sexual orientation, culture, religious and<\/em><em> <\/em><em>ethnic background.<\/em><em>&nbsp;<\/em><\/p>\n\n<p><em>Interested qualified candidates should email a cover letter &amp; CV to <\/em><a href=\"mailto:rafrica@greenpeace.org\"><em>rafrica@greenpeace.org<\/em><\/a><em> with the subject line-<\/em><strong><em> <\/em><\/strong><strong>Supporter Services Agent <\/strong><em>as the subject line by <\/em><strong><em>31 March 2026<\/em><\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Job: Supporter Services Agent<\/p>\n","protected":false},"author":83,"featured_media":3892,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"ep_exclude_from_search":false,"p4_og_title":"","p4_og_description":"","p4_og_image":"","p4_og_image_id":"","p4_seo_canonical_url":"","p4_campaign_name":"not set","p4_local_project":"","p4_basket_name":"","p4_department":"","footnotes":""},"categories":[131],"tags":[46],"p4-page-type":[130],"class_list":["post-60187","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-work-with-us","tag-greenpeaceafrica","p4-page-type-open-positions"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.greenpeace.org\/africa\/en\/wp-json\/wp\/v2\/posts\/60187","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.greenpeace.org\/africa\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.greenpeace.org\/africa\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.greenpeace.org\/africa\/en\/wp-json\/wp\/v2\/users\/83"}],"replies":[{"embeddable":true,"href":"https:\/\/www.greenpeace.org\/africa\/en\/wp-json\/wp\/v2\/comments?post=60187"}],"version-history":[{"count":1,"href":"https:\/\/www.greenpeace.org\/africa\/en\/wp-json\/wp\/v2\/posts\/60187\/revisions"}],"predecessor-version":[{"id":60190,"href":"https:\/\/www.greenpeace.org\/africa\/en\/wp-json\/wp\/v2\/posts\/60187\/revisions\/60190"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.greenpeace.org\/africa\/en\/wp-json\/wp\/v2\/media\/3892"}],"wp:attachment":[{"href":"https:\/\/www.greenpeace.org\/africa\/en\/wp-json\/wp\/v2\/media?parent=60187"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.greenpeace.org\/africa\/en\/wp-json\/wp\/v2\/categories?post=60187"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.greenpeace.org\/africa\/en\/wp-json\/wp\/v2\/tags?post=60187"},{"taxonomy":"p4-page-type","embeddable":true,"href":"https:\/\/www.greenpeace.org\/africa\/en\/wp-json\/wp\/v2\/p4-page-type?post=60187"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}