Key Responsibilities:
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.
World Vision Consultant job for 2025. Apply Now
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Responsibilities
Service Excellence
- Ensure supporter contact results in meeting or 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
- Being 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
Grow New and Existing Income
- 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
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Operational Effectiveness
- Ensure agreed team standards are achieved
- Understand and competently perform a range of tasks as required by various call and non-call roles in the Contact Centre
- Accurately maintain supporters’ record / data base
- Understand and apply Contact Centre Inbound / Outbound call standards and procedures as demonstrated by consistent practices
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Qualifications
- Completion of VCE or equivalent
- Computer literacy skills, e.g. strong skills in the use of MS Office Suite; email; calendar; accurate and efficient keyboard / data entry skills
- Demonstrated “service excellence” experience, attitude, and patience in building rapport with a wide range of people
- Demonstrated success working within a sales and service environment
- Applying, and adapting service concepts, skills and theories in individual interactions with supporters and internal customers
- Identifying, analyzing and solving problems effectively and creatively when dealing with customers to determine appropriate actions
- Completion of VCE or equivalent
- Computer literacy skills, e.g. strong skills in the use of MS Office Suite; email; calendar; accurate and efficient keyboard / data entry skills
