Job Opportunity for Senior Associate – Stakeholder Delight at Give

About us

Give exists to alleviate poverty by enabling the world to give. Established in 2000, Give, together with its partners, is the largest and most trusted giving platform in India. Give enables individuals and organizations to raise and donate funds conveniently to any cause they care about, with offerings including crowdfunding, corporate giving, cause marketing, and philanthropy consulting. Give’s community of 2.6M+ donors supports 2,800+ verified non-profits, serving 15M+ people across the country.

We are an extremely rare workplace that brings a fast-paced, high-growth start-up work culture, together with a compassion-driven high-impact work environment.

Our Values :

integrity in everything we do | empathy towards all | serve with passion | focused on scale

Job Description

This is a remote position.

About Give

Give exists to alleviate poverty by enabling the world to give. Established in 2000, Give, together with its  partners, is the largest and most trusted giving platform in India. Give enables individuals and  organizations to raise and donate funds conveniently to any cause they care about, with offerings  including crowdfunding, corporate giving, cause marketing, and philanthropy consulting. Give’s  community of 2.6M+ donors supports 2,800+ verified nonprofits, serving 15M+ people across the country. 

We are an extremely rare workplace that brings a fast-paced, high-growth start-up work culture, together  with a compassion-driven high-impact work environment. 

Our Values : integrity in everything we do | empathy towards all | serve with passion | focused on scale 

Role: 

We are looking for a hands-on and execution-oriented Senior Associate to join our Stakeholder Delight  team at Give. As a part of this team, you will be responsible for resolving donor and NGO queries on a  timely basis through emails (tickets), chat, phone calls and WhatsApp channel. Your primary  responsibility in this role will be to delight our key stakeholders (donors, fundraisers, NGO partners) by  engaging with them through multiple communication channels. 

Our support hours are from Monday through Sunday from 9am to 9pm. 

Responsibilities: 

• Take end to end responsibility for understanding and addressing pain-points of external  stakeholders (donors & NGO partners)
• Timely resolution of queries received from NGOs, donors, and other stakeholders within pre defined SLAs (TATs) while adhering to the standard processes
• Should be very diligent and focused on providing correct logical responses by understanding the  context of the query or escalation raised by stakeholder, 
• Shouldn’t be robotic or over focused on SOP, and have the right human touch and empathy while  handling / responding to issues
• Should adhere to internal quality benchmarks and have sound awareness of quality standards  while delivering a superlative and delightful experience to our stakeholders
• Should be well versed with CSAT & NPS metrics and always strive for achieving the best scores • Help improve performance of the team by contributing to planning and execution of internal  initiatives
• Provide assistance to donors by helping them through the donation and reactivation process over  phone calls, emails, Chat and WhatsApp channel
• Coordinate with internal teams to ensure adherence to internal and external SLAs (TATs) • Analyze posts from social media channels and resolve and/or delegate actionable comments and  queries to internal teams
• Capture accurate voice of stakeholders (donors, fundraisers, NGO partners) and work with  internal teams to resolve their pain-points 

Requirements: 

• Excellent communication skills – Both verbal and written
• Excellent interpersonal skills and ability to collaborate with other teams & depts. to resolve  queries and escalations for the stakeholders
• Should be extremely flexible in working in shifts between 9am – 9pm and weekends (once a  month only)
• Should be absolutely comfortable in handling multiple queues (Voice, Email, chat and WhatsApp)
• Should have worked in a customer service role handling customer queries and complaints  (Mandatory) in prior organization(s)
• Ability to work in ambiguous situations
• Should be comfortable taking targets and delivering on SLAs / KPIs and other business metrics  •
• Proven ability to prioritize tasks and meet deadlines in a fast-paced work environment
• Bachelors or Master’s degree in any discipline and a minimum work experience of 4 – 8 years in a  customer service role
• Desire to contribute, serve and do impactful work for the society