The role of the Contact Centre Consultant at World Vision Australia (WVA) is to provide superior service to WVA’s supporters and the Australian public, as well as assisting them in understanding WVA’s core purpose and supporting processes. This role specifically engages with supporters in a manner which results in long-term loyalty whilst maximising opportunities to advocate on behalf of children and communities that WVA serve. This role contributes towards achieving acquisition targets for Child Sponsorship and related products through optimising each opportunity to generate funds. This role maintains a resourceful state to establish and build rapport, exploring supporter values in every interaction. Effective story-telling is essential to inspire and influence income generation and loyalty creation. Working both in a team and autonomously, this role maximises contact opportunities and provides accurate and timely responses to supporters. This role will also require provision of operational support to contact centre’ various phone queues, both inbound and outbound, as per business needs.

Major Responsibilities:

• Ensure supporter contact results in meeting it exceeding where possible, the expectations of supporters in line with strategic objectives of the Contact Centre.
• Ensure superior customer service is provided to supporters.
• Meet expected standards in call coaching, Quality Assurance (QA) and Product Management.
• Be available for duties as indicated by the agreed roster.
• Report on deviations in workflow to the Contact Centre Team Leader.
• Demonstrate a consistently professional, flexible and courteous attitude/response towards WVA staff, supporters, internal customers and the public.
• Provide timely, accurate response/follow-up to WV supporters.
• Identify and maximise critical behaviours to develop long term loyalty.
• Meet set targets in sales and retention.
• Ensure agreed individual and team targets are achieved in line with strategic objectives.
• Identify and maximise all sales leads and opportunities.
• Meet expected targets in sales and retention.
• Maximise opportunities to develop long term loyalty.
• Grow child and non-child sponsorship income from Australian public and business.

Requirements:

• Former Sponsored Child of World Vision Philippines (kindly indicate your Child ID Number).
• Graduate of bachelor degree in Marketing, Business Management, Social/Behavioral Sciences or any four-year course with relevant experience in telemarketing and customer care/service.
• Computer literacy skills, e.g. strong skills in the use of MS Office Suite: email, calendar, accurate and efficient keyboard /data entry skills.