Call Center Agent – Intern at League Of Africa

We are looking for a vibrant, emotionally intelligent intern to join our team for a period of 3 months with an opportunity to stay on as an employee after completion of internship. A wage will be paid monthly to the intern in the course of the 3 months contract based on monthly performance assessment.

ROLES & RESPONSIBILITIES

1. Responding to inquiries: handle incoming calls and respond to inquiries from various stakeholders, including donors, volunteers, beneficiaries and the general public about the organizations programs, initiatives and services.
2. Donor management: answer questions about donation processes, acknowledging donations, providing updates on how funds are being utilized. Handle donation related administrative tasks such as updating donor databases and sending thank you letters and receipts.
3. Volunteer coordination: assist in coordinating volunteers for events, campaigns or specific projects. Communicate with potential volunteers, explaining the organizations volunteer opportunities, help with registration process and address volunteer questions and concerns.
4. Data Collection & reporting: responsible for collecting data during conversations with stakeholders. Record relevant information such as demographics, feedback or specific needs which can assist the NGO.
5. Outreach & awareness campaigns: participate in outbound calls to raise awareness about NGO’s initiatives, campaigns, or events. Contact potential donors, supporters or community members to promote the organizations work, share updates and encourage engagement.
6. Documenting interactions: agents maintain accurate records of each interaction, including call details, issues discussed and actions taken which the organization will use to tract trends, monitor service quality and follow-up on any outstanding matters.

QUALIFICATIONS & ATTRIBUTES

• Education background in business administration, public relations or psychology
• Computer literate and fast at data entry
• Language proficiency in Bemba, Nyanja & English
• Emotional intelligence
• Excellent communication skills with a soft and calm voice
• Customer service orientation
• Problem-solving and critical thinking
• Multitasking & time management
• Adaptability and resilience