Donor Advocate

Sutherland
Jamaica
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Empathy","Patience","De-escalation","Problem-solving","Attention to detail","Time management"]

Support high-volume inbound donor interactions by answering calls and/or live chat, quickly assessing customer needs, and taking appropriate action to meet those needs. Work onsite and handle flexible shifts (including weekends and public holidays). Navigate multiple applications/CRM systems while demonstrating empathy, patience, and de-escalation for difficult conversations. Apply strong attention to detail, communication skills, typing speed, and troubleshooting to resolve issues.

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FursaFursa
Sutherland
Sutherland
3 days ago

Donor Advocate

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Support high-volume inbound donor interactions by answering calls and/or live chat, quickly assessing customer needs, and taking appropriate action to meet those needs. Work onsite and handle flexible shifts (including weekends and public holidays). Navigate multiple applications/CRM systems while demonstrating empathy, patience, and de-escalation for difficult conversations. Apply strong attention to detail, communication skills, typing speed, and troubleshooting to resolve issues.
Location: Jamaica
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Support donors through high-volume inbound calls and live voice/chat interactions, translating communication rapidly and effectively.
  • •Identify and assess individual donor needs quickly and take appropriate action steps to satisfy those needs.
  • •Navigate multiple tools and applications simultaneously, including CRM applications where applicable.
  • •Manage difficult conversations and de-escalate as needed while maintaining empathy, caring, and sincerity.
  • •Provide troubleshooting and resolve technical issues, following processes and guidelines with minimal to zero errors.

Key Requirements

  • •Minimum of 4 CXC/GCE subjects inclusive of English Language, or a U.S. high school diploma or GED.
  • •Valid (not expired) government issued ID, TRN, and NIS card.
  • •Flexible availability to work any day and any assigned shift weekly, including weekends and public holidays.
  • •Ability to train and/or work onsite, demonstrating high-level performance in a high-volume inbound call environment.
  • •Strong communication and typing skills (minimum 35 wpm with minimum 80% accuracy) plus basic PC and Microsoft Office (Outlook, Word, Excel) experience.
Experience:Customer service
Education:High School
Skills:EmpathyPatienceDe-escalationProblem-solvingAttention to detailTime management
Languages:English
Tech Stack:CRMMicrosoft OfficeOutlookWordExcel

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor