Childfund Work Location Pasig City, Manila, Philippines
Childfund Division Fundraising & Engagement (F&E)
ChildFund Department Sponsorship
Job Details
Position Title: Supporter Care Representative
Location: Manila, Philippines
ChildFund office: International Office
Manager/Supervisor title: Manager, Supporter Care
Position type: Full-time fixed term
Work environment: Remote
About ChildFund
ChildFund is a child-focused international development organization that connects children with the people, resources and institutions they need to grow up healthy, educated, skilled and safe, no matter where they are. We work directly in 23 countries, with extended reach to more than 60 countries through our global partnership network.
ChildFund's Values
We aspire for every person in our organization—program participants, supporters, staff, and volunteers alike—to feel free, safe, and confident to be themselves. In our culture of connection, you will have ample opportunity to grow, learn, and lead while contributing your talents and innovations to our inspiring mission.
ChildFund's Commitment
ChildFund International has a zero-tolerance policy regarding sexual exploitation, abuse and harassment (SEAH) and all other forms of harm by its staff, partners, and other representatives in the delivery of its mission and services for children. ChildFund is committed to creating a safe environment in the workplace as well as in the communities where it delivers programs and services. ChildFund expects every staff member, partner, and representative to adhere to this commitment and to ensure all organizational policies and standards are followed. This position is subject to a range of vetting checks, including a criminal records check and/or disclosure to ensure program participants are safeguarded.
About This Role
As a Supporter Care Representative, you will be part of a global, remote team that responds to generous donors who have reached out to us through e-mail and phone. Your goal is to improve the donor's connection to ChildFund while researching, tracking, and collecting data along the way.
Representatives work from home and are part of a caring, high-energy virtual team environment. As a Supporter Care Representative, you will have a direct impact on ChildFund's mission of helping children around the world. This job is a great fit for you if you love to provide caring customer service, you prefer a predictable schedule with no weekend hours, you like communicating and talking on the phone, and you would enjoy working independently in a supportive culture with a defined set of responsibilities.
This is a fully remote, full-time position with an overnight shift according to the following schedule:
Monday-Thursday, 8:45 p.m. – 6:30 or 7:00 a.m.
Friday, 9:00 p.m. – 2:00 a.m.
The starting pay for this position is PHP 32,546. Employees are eligible for shift differential and overtime pay as required by law.
Required Experience And Education
- At least two years of cumulative experience in a customer-facing position (customer service, hospitality), education/child care role, or leadership (club leadership, campaign leadership, etc.).
- Proficiency with Microsoft Office suite, including Outlook and Excel.
- Previous call center experience is preferred.
- University degree is preferred.
- Previous experience with donor engagement is a plus.
Primary Responsibilities
- Complete required 30 days of training and develop an understanding of ChildFund International's mission, programs, and impact.
- Respond to donor calls according to prescribed call flow procedures.
- Identify account issues, de-escalate, provide resolution of issues, and celebrate sponsored child successes to create an elevated donor experience.
- Clearly articulate to donors the benefits ChildFund International provides to children in our programs.
- Engage regularly with donors to ensure full satisfaction with sponsorship and encourage retention.
- Keep track of individual productivity data and metrics.
- Complete follow-up tasks to ensure each account's donations are applied properly and manage open tasks.
- Create and send unique and detailed e-mail communications to donors.
- Participate in collaborate group quality and training sessions, and receive and integrate constructive feedback on calls and process execution work.
- Attend daily and weekly virtual team meetings (video participation is required).
- Complete data validation for donor accounts, including payment methods and payment tracking.
- Support campaigns and special projects as assigned.
- Contribute your ideas for ongoing process improvement and work cross-functionally with other departments to help the organization innovate and improve.
- Remain alert and responsive to any safeguarding risks; acquire relevant knowledge and skills to enable you to understand the safeguarding policy and procedures; promote strong safeguarding practices; perform your duty and responsibility to safeguard, report violations, and promote appropriate behavior; and conduct yourself in a manner consistent with the organization's policies and values.
Required Competencies
ChildFund's Core Competencies
- Teamwork: the ability to work effectively and collaborate with others; values and respects individual differences.
- Communication: demonstrates empathy and tact when communicating with others and uses a storytelling approach when appropriate.
- Results orientation: gets things done; takes proactive steps to achieve organizational goals and quality standards.
- Decision making: uses good judgement, critical thinking, and non-traditional ways to evaluate problems and opportunities; reflects and innovates to improve decisions and outcomes.
- Resilience: thrives and grows in rapidly changing, demanding, and complex environments.
- Digital literacy: adopts and champions new technology to relevant contexts, stays aware of technological trends and embraces technological solutions to business challenges.
Other Required Competencies
- The ability to read, write, and speak fluently in English.
- Demonstrated technical acumen with the ability to use virtual communication tools and learn and use new software programs.
- Results-oriented approach to work; motivated by individual and team goals and able to consistently meet productivity and quality targets.
- The ability to work independently in a remote environment, with the judgment to know when supervisory input is needed.
- Values working as part of a diverse, inclusive team, with a desire to support and assist team members towards common goals.
- Strong organization skills with the ability to prioritize and plan individual work.
- Outstanding customer service orientation with the desire to provide concierge-level service.
- The ability to make informed decisions based on existing procedures.
- Relentlessly positive attitude in the face of adversity and change, with the willingness to seek support and feedback to learn and pursue growth.
Other Criteria
- Must have a suitable home office work environment, including a quiet, private workspace.
- Current work authorization in the Philippines.
- Current residence in metro Manila, Philippines.
- Availability to work overnight between 8:45 p.m. and 7 a.m.
- During training and meetings, Supporter Care Representatives are required to demonstrate active participation and engagement, including keeping cameras on.
