Saturday, October 17, 2020

Retention Support Volunteer at ActionAid (AA) Nigeria

Posted:17.10.2020    Deadline:21.10.2020

ActionAid (AA) Nigeria is an affiliate of ActionAid International, which is a global alliance of organisations working towards achieving a world without poverty and injustice in which every person enjoys the right to a life with dignity. As a large and visible development organisation, we work in more than 40 countries in Africa, Asia, Europe and America. Our expertise lies in community-led approaches to development and working through partnerships with the poor and other grass root organisations.

We are recruiting to fill the position below:

Job Title: Retention Support Volunteer

Location: Abuja, Nigeria

Responsible to: Supporter Services Advisor

Line Management: None

Duration: 1 year

Contract: Short Term

Job Purpose

The Retention Support Volunteer will be responsible for receiving inbound calls and making outbound call, follow up calls, conversion of ActionAid’s community sponsorship prospects and supporters.

As a contact centre agent, s / he will be responsible for receiving calls in two languages; Hausa and English language, while also ensuring response to inquiries, managing mails, and engage with supporters via the chat engine and mobile phones.

S / he will ensure the application of AAN policies and procedures in collaboration with the other members of the fundraising team.  S / he will also manage the electronic documentation of data and donations.

Key Duties

Support fundraising team with retention service

Maintain good customer service skills in relating with prospects and supporters of ActionAid’s community sponsorship

Ensure excellence in client service for inbound donation calls, outbound calls and other supporter calls and emails.

Respond to all inquiries via e-mail, chat engine and call center facility

Respond to queries and challenges with payment process and escalate same for quick resolution


Information / complaints follow-ups and monitoring for a timely resolution.

Archive all data received from prospects and supporters

Archive testimonials from supporters

Responsible for chatting professionally with prospects and supporters

Schedule and make outbound calls following prepared scripts

Follow up on supporters and prospects for donation

Support donation process and any other funds received including gifts in kind, receipting and banking on a daily basis

Person Specifications

Education / Qualifications:

First degree in Social Sciences or Arts / Development Studies or related fields is essential


Relevant NYSC programme support experience in customer service is essential

Experience working in NGO on a similar role is desirable

Skill / Abilities:

Excellent written and verbal communication skills

Ability to speak Hausa

Proficiency in MS Office (MS Excel and MS PowerPoint, in particular)

Excellent time management skills and the ability to prioritize work

Attention to detail and problem-solving skills

Strong organizational skills with the ability to multi-task

Strong organizing and reporting skills

Application Closing Date

21st October, 2020.

How to Apply

Interested and qualified candidates should send their CV and Cover Letter as a single document in an MSWord attachment to: Only electronically submitted forms will be considered.


Subject line of emails must clearly state Job Title of position and location applied for e.g. Retention Support Volunteer – Abuja

ActionAid offers competitive terms of employment. Applications from women and candidates from the North East are particularly encouraged.

While we respect all applicants, interview dates will be communicated only to shortlisted candidates.

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