ActionAid Hellas (AAH) is searching for a Contact Center Outbound Agent , to join a global movement of committed individuals working to further human rights and defeat poverty. We are an independent, international organization that has been working since 1972.
The scope of this role :
To provide front line services to ActionAid Hellas (AAH) supporters, in order to build sustainable relationships and trust, through open and interactive communication and end to end completion of requests.
Key Accountabilities
• Handle outbound calls, such as, collection, engagement, reactivation calls, and fulfil supporter requests by delivering excellent and on-time quality service
• Provide proper information for all AAH programs / donations / ways of payment mainly via phone calls and/or e-mails
• Effectively handle supporters’ queries and / or complaints and withdrawals and provide supporters with the best alternative options to safeguard their commitment and income
• Record all necessary actions in the ERP & SK systems (internal databases) as required
• Handle supporters’ requests according to ActionAid’s accountability principles and way of working
• Always keep abreast of best practices and propose alternative ways for improvement
• Act as an ActionAid Ambassador
• Proactively provide alternate course of action and contingency plans if necessary
• Meet regularly with the Line Manager to review progress, update on plans and critically escalate issues for resolution
• Ensure that the implementation of activities is absolutely aligned with ActionAid’s accountability principles
• Contribute in developing a departmental strategic plan and budget
• Monitor allocated budget activities and expenditures and adapt if necessary, through the year
• Work effectively with relevant international teams to maximize the benefits of international collaboration & shared learning
Requirements
· A Bachelor’s degree will be considered as an asset
· At least one (1) year of demonstrated experience in the sales / customer service / call centre sector is required
· Excellent organisational and communications skills, ability to deal with complaints
· Experience in ERP systems (preferably Entersoft) and use of MS Office programmes
· Very strong customer oriented personality, ability to identify customer needs, propose solutions and engage commitment
· Ability to work under pressure and strict deadlines
· Excellent use of the Greek and the English language
· Very good understanding of human rights, global poverty & development issues
Benefits
We offer an attractive remuneration package, along with a friendly work environment.
We also offer medical insurance and ticket restaurant card.
We provide personal development opportunities, as well as opportunities to have a real impact on our societies.
We embrace creativity and diversity.
We operate as an equal opportunities΄ employer, welcoming all applications regardless of gender, sexual orientation, nationality, religion, or beliefs, etc.
Applications deadline: 30/5/2025. Applications not accompanied by a motivation letter will be excluded from the selection process.
By applying for this position, I understand that AA Hellas requires its employees to refrain from sexual harassment, exploitation, and abuse against everyone we come in contact with through our work, including abusive behavior against children
Please note that only shortlisted candidates will be contacted within two (2) weeks of the closing date. Should you not hear from us during this time, do not be disappointed. Keep on following us on facebook and twitter to find a job opening that matches your profile. All applications will be treated as strictly confidential and according to the General Data Protection Regulation (GDPR).
