Retention Support Volunteer at ActionAid (AA) Nigeria

ActionAid (AA) Nigeria is an affiliate of ActionAid Worldwide, which is a worldwide alliance of organisations working in direction of reaching a world with out poverty and injustice during which each particular person enjoys the best to a life with dignity. As a big and visual growth organisation, we work in additional than 40 international locations in Africa, Asia, Europe and America. Our experience lies in community-led approaches to growth and dealing via partnerships with the poor and different grass root organisations.

We’re recruiting to fill the place under:

JobTitle: Retention Help Volunteer

Location: Abuja, Nigeria

Accountable to: Supporter Providers Advisor

Line Administration: None

Period: 1 yr

Contract: Brief Time period

Job Function

  • The Retention Help Volunteer can be chargeable for receiving inbound calls and making outbound name, observe up calls, conversion of ActionAid’s group sponsorship prospects and supporters.
  • As a contact centre agent, s / he can be chargeable for receiving calls in two languages; Hausa and English language, whereas additionally making certain response to inquiries, managing mails, and interact with supporters through the chat engine and cell phones.
  • S / he’ll guarantee the applying of AAN insurance policies and procedures in collaboration with the opposite members of the fundraising group.  S / he may also handle the digital documentation of knowledge and donations.

Key Duties

  • Help fundraising group with retention service
  • Preserve good customer support abilities in relating with prospects and supporters of ActionAid’s group sponsorship
  • Guarantee excellence in shopper service for inbound donation calls, outbound calls and different supporter calls and emails.
  • Reply to all inquiries through e-mail, chat engine and name middle facility
  • Reply to queries and challenges with fee course of and escalate identical for fast decision
  • Info / complaints follow-ups and monitoring for a well timed decision.
  • Archive all knowledge acquired from prospects and supporters
  • Archive testimonials from supporters
  • Accountable for chatting professionally with prospects and supporters
  • Schedule and make outbound calls following ready scripts
  • Observe up on supporters and prospects for donation
  • Help donation course of and another funds acquired together with presents in type, receipting and banking every day

Individual Specs

Training / {Qualifications}:

  • First diploma in Social Sciences or Arts / Growth Research or associated fields is important


  • Related NYSC programme assist expertise in customer support is important
  • Expertise working in NGO on an analogous function is fascinating

Talent / Skills:

  • Glorious written and verbal communication abilities
  • Means to talk Hausa
  • Proficiency in MS Workplace (MS Excel and MS PowerPoint, particularly)
  • Glorious time administration abilities and the power to prioritize work
  • Consideration to element and problem-solving abilities
  • Robust organizational abilities with the power to multi-task
  • Robust organizing and reporting abilities

Utility Closing Date

twenty first October, 2020.


and certified candidates ought to ship their CV and Cowl Letter as a single doc in an MSWord attachment to: [email protected] Solely electronically submitted varieties can be thought-about.

Click on Right here For Extra Info


  • Topic line of emails should clearly state Job Title of place and site utilized for e.g. Retention Help Volunteer – Abuja
  • ActionAid provides aggressive phrases of employment. Purposes from ladies and candidates from the North East are significantly inspired.
  • Whereas we respect all candidates, interview dates can be communicated solely to shortlisted candidates.

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