Inbound Supporter Relationships Specialist

6 months ago

Richmond, Australia CBM Australia Full time

Full-Time remote role with once-a-month training in our Richmond office.
- 8 weeks paid parental leave.
- Salary packaging benefits

**About us**:
At CBM Australia is a Christian organisation empowering compassionate Australians to end the cycle of poverty and disability. Through our programs, technical advice, and advocacy, we help millions of people transform their lives each year. As Australia’s only international development organisation focused on disability inclusion our work improves the quality of life of people with disabilities living in the poorest countries.

Partnering with local organisations we build and promote an inclusive world in which all people with disabilities enjoy their human rights and achieve their full potential.

**About the role**:
We have a rewarding opportunity for an experienced and passionate Inbound Supporter Relationships Specialist to join CBM Australia’s successful contact centre.
- filled environment.

In addition to the inbound and administration tasks, you may also be required to undertake outbound telemarketing activities.

As a remote-first role an ability to create conversation, build rapport and get people excited over the phone about what we do at CBM will be the key to success

The successful applicant will:

- Ensure incoming calls from supporters are answered promptly and courteously; ensuring the best outcomes.
- Process a high-volume of calls with strong attention to detail, ensuring privacy and confidentiality.
- Ensure honest and reliable information transfer and customer experience that enables CBM trust and Net Promoter Score to remain high.
- Ensure first-call resolution and next-best offer to engage supporters (new and existing donors).
- Liaise with internal stakeholders to enable supporters to have information required to progress supporter conversations and to enhance donor service offerings.
- Create and maintain the quality of donor responses in accordance with CBM’s messaging standards.
- Managed all donor correspondence accurately, effectively, professionally, and promptly.
- Great team focus to ensure support, peer coaching and knowledge sharing.
- Calls responded to within KPI’s as documented in Contact Centre policies.
- Perform donor nurture calls and outbound calls as requested.
- Have a knowledge and understanding of schedules and processes, and proactively seek efficiencies in workflows.
- Carry out administration tasks associated with CRM database.

Specific outcomes required:

- Donations are processed accurately and with high attention to detail.
- Provide specialist donor customer service.
- Develop and maintain excellent relationship between CBM and its supporters.
- Donor feedback created and responded to professionally, efficiently, and in line with CBM messaging and departmental KPI’s, specifically first-call resolution.
- Professional written material successfully conveying CBM messaging is provided to all donors.
- Administration tasks carried out efficiently and accurately.
- Effective and timely communication with supporters regarding queries and responses.
- Sales and departmental KPI’s and turnaround times are met.
- Outbound call campaigns include CBM Australia product placement and associated sales elements applicable to the campaign.

**About you**:
We want someone who is energetic, passionate, and shows an eagerness to learn. Someone who is driven, familiar with KPIs and who is keen to work with an amazing team to do essential work EVERY day

As CBM has a Christian donor base, you will need to be comfortable speaking about faith.

To be considered for this role, you will have:

- 1-2 years’ experience in customer service, ideally within a call centre.
- Excellent customer service skills.
- Ability to meet and exceed key targets.
- Strong and written and verbal communication skills.
- Strong listening and conflict resolution skills.
- Strong first-call resolution ability and critical thinking skills.
- Ability to demonstrate and empathise with CBM core values and mission.
- Sound administration and organisational skills, including strong attention to detail.
- Ability to work as part of a team and take appropriate initiative.
- Ability to handle objections effectively.
- Enthusiasm for the mission of CBM Australia and alignment/comfort with being part of a faith-based organisation.
- Applicants with lived experience of disability are encouraged to apply.

What we offer
- The chance to make an impact that matters in a team of like-minded professionals.
- Flexible working arrangements
- Remote role
- Monthly in-office training
- 4 weeks annual leave
- Salary packaging up to $15,900 + up to $2,650 for meals and entertainment.
- 8 weeks paid parental leave.
- Join a supportive team who is committed to fostering genuine career progression.
- Confidential and free access to out Employee Assistance Program for team members and their family.
- A work environment and values-driven culture that employees state in t

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