Customer Service Representative – Team Leader
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Job Description
Job Title: Customer Service Representative – Team Leader (Face-to-Face Fundraising)
Location:
- Kolkata
- Mumbai
Salary: ₹26,000 – ₹35,000 per month + Performance Incentives
Education: Minimum Graduate
Experience: 1–3 years of experience in Face-to-Face (F2F) Fundraising or Field Team Handling
Language Requirements:
- Kolkata: English, Bengali & Hindi
- Mumbai: English & Hindi
About CRY (Child Rights and You)
CRY is India’s most trusted NGO working in the area of child rights for over 47 years. The organization has impacted the lives of more than 3 million children across India. With a presence in 20 states, CRY works towards ensuring happier childhoods for India’s children through strong resource generation, program implementation, and ethical practices.
Job Summary
We are seeking an experienced and dynamic Customer Service Representative – Team Leader to manage and lead a team of face-to-face fundraisers. The role involves on-ground supervision, performance management, coaching, and ensuring high-quality donor engagement while achieving daily and monthly fundraising targets.
Key Responsibilities
Team Leadership & Supervision
- Lead, manage, and motivate a team of face-to-face fundraisers
- Conduct daily briefings, goal setting, and performance debrief sessions
- Monitor attendance, discipline, and team engagement
- Drive individual and team performance to achieve targets
Fundraising Operations
- Ensure high-quality donor interactions and conversion standards
- Support team members during live fundraising conversations when required
- Track daily productivity, donor acquisition numbers, and conversion ratios
- Ensure accurate collection of donor details and documentation
Training & Development
- Provide on-the-job coaching and performance feedback
- Identify skill gaps and implement improvement plans
- Support onboarding and training of new team members
Reporting & Coordination
- Share daily, weekly, and monthly performance reports with management
- Coordinate with back-office teams for donor data and documentation
- Maintain proper records and reporting accuracy
Quality & Compliance
- Ensure compliance with organizational policies and ethical fundraising standards
- Maintain high donor experience and service quality
- Handle donor and team escalations professionally
Designation
Customer Service Representative – Team Leader
Key Skills
Industry
NGO
Functional Area
Customer Support/Service
Employment Type
Full Time
Education
Graduation/Diploma
Job Type
Work From Office
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