Bilingual Donor Care Specialist

at  Penny Appeal Canada

ABOUT PENNY APPEAL CANADA

Penny Appeal Canada is a relief and development organization with a really BIG vision for the world. We want to create the best societies we can and to break the cycles of need and poverty for good. That’s why we work to turn small change into a BIG DIFFERENCE!
We are a proud member of the global Penny Appeal family that celebrated its 10-year anniversary in 2019 and are celebrating our 5th anniversary as Penny Appeal Canada.
Penny Appeal was first set up to provide poverty relief across Asia, the Middle East, and Africa by offering water solutions, organizing mass feedings, supporting orphan care, and providing emergency food and medical aid. Since then, we have transformed lives and empowered communities around the world as well as right here at home. Our vision is a world that’s united and strong. Communities working together, supporting one another, leaving need and poverty behind for good.
Penny Appeal Canada’s approach to charity is simple, yet has a massive impact. We make charitable giving affordable and rewardable, ensuring everyone can help those in need by donating just a few pennies each day. Penny Appeal Canada is one of the fastest growing charities in Canada.

DO YOU HAVE EXCELLENT COMMUNICATION IN BOTH FRENCH AND ENGLISH AND HAVE STRONG CUSTOMER SERVICE SKILLS WITH THE ABILITY TO FUNDRAISE TO MAKE A DIFFERENCE?

Our Donor Care Team is growing and we’re looking for an experienced and driven individual with a passion to help achieve our mission of helping the less fortunate across the globe to raise funds, sponsor orphans, build wells, feed the needy, and respond to emergencies.
Our Donor Care Specialists are highly skilled individuals with strong interpersonal and data management skills who can effectively communicate and respond to all our donor inquiries and resolve any issues that arise daily with a focus on providing world-class donor experience and great results.
This is a remote position with some in-office days required periodically throughout the year.
Join our team today and use your exceptional sales and customer service skills to help end poverty and make our world a better place by turning a small change into a big difference!

QUALIFICATIONS & REQUIREMENTS

• Must be 18 years of age or older, eligible to work in Canada, and able to pass a criminal background check
• Bilingual required; fluency in both French and English (written and spoken)
• Post-secondary degree or completion of certification in a related field of study is required
• Mature and experienced with at least 1-2 years of Call Center or similar experience with the ability to process both inbound and outbound calls, including cold calls, 100+/daily scripted fundraising/welcome calls
• Background in customer service and administration with sales or fundraising experience
• Ability to accurately translate French-language documents, texts or files into English
• Proficient in Excel or Google Sheets (V-look up, Pivot tables, etc.) with ability to analyze data
• Digital Platform experience: G-Suite, Asana, CRM, Slack, Stripe and Live Chat is an asset
• Experience in handling and processing monetary transactions with discretion
• An aptitude for listening, solving problems, and responding to new challenges with a positive attitude
• Ability to manage a high-volume inbound/outbound calls, live chats, texts and emails in a timely and professional manner
• Resourceful team-player with the confidence to approach donors and collaborate with different departments and teams
• Strong communication skills with the ability to understand and relay information effectively
• Ability to follow instructions with minimal supervision
• Highly organized and efficient with great attention to detail and a proven ability to multitask
• Have a dedicated, quiet and private home office (with a door), Headset USB with mic and newer-version Windows PC or Mac (Required) and a second monitor screen
• Have a secure high-speed internet connection (satellite is not compatible)
• Knowledge of Islamic practices and religious holidays/events
• Previous non-profit or donor care experience is an asset