Senior Telecalling Officer : Donor Retention & Acquisition

About the Role

CBM India Trust is looking for a Senior Telecalling Officer to drive donor retention, engagement and acquisition through high-quality inbound and outbound calling.

The role will have a 60% focus on existing donor retention, upgrades, reactivation and cross-selling, and 40% focus on acquiring new donors through generated leads. The role also involves supporting donor data management and backend processing to ensure a seamless donor experience.

Key Responsibilities

Donor Retention & Engagement 60%

• Make outbound calls to existing donors for renewal, reactivation and upgrades.
• Drive upselling and cross-selling of monthly giving, higher-value contributions and relevant programmes.
• Handle donor queries, concerns and objections with professionalism and empathy.
• Maintain accurate donor notes, call logs and follow-up records in the CRM.
• Support backend activities including data entry, sorting and verification of donation forms and donor records.

Donor Acquisition 40%

• Contact prospective donors through internal and external leads.
• Communicate CBM India Trust's mission and giving opportunities effectively.
• Convert prospects into active donors through structured and persuasive conversations.
• Capture accurate donor information and ensure timely handover for enrolment and processing.
• Track call outcomes, conversions and acquisition performance.

Data & Performance Management

• Follow calling scripts while adapting conversations to donor needs.
• Tag and segment donors based on engagement, upgrade potential and interests.
• Maintain accurate and timely CRM/database records.
• Track personal calling productivity, retention and acquisition performance.
• Share donor feedback and insights to improve calling strategies and scripts.

What Were Looking For

• 4 to 6 years of experience in telecalling, customer engagement, donor relations, fundraising or a similar role.
• Strong experience in upselling, cross-selling, retention and customer/donor handling.
• Excellent verbal communication and interpersonal skills.
• Comfortable handling high-volume calling and difficult conversations.
• Working knowledge of CRM/database tools and data entry.
• Strong attention to detail and ability to manage both calling and backend responsibilities.
• Target-oriented, patient, organised and donor-centric approach.

Why Join Us?

Join CBM India Trust and use your communication and relationship-building skills to engage supporters and contribute to creating an inclusive world for persons with disabilities.