Customer Support Representative (CSR) – Donor Care

Forgotten Women

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Customer Support Representative (CSR) – Donor Care

Organisation: Forgotten Women Location: DHA Phase 2, Islamabad, near Giga Mall Job Type: Full Time Work Arrangement: Onsite Working Hours: Monday to Friday, 11:00 AM to 7:00 PM

About the Role -

Forgotten Women is looking for a confident and professional Customer Support Representative (CSR) – Donor Care to join our team.

The main focus of this role is communicating with UK-based and international donors through phone calls, WhatsApp messages, emails and professional follow-ups.

You will also support the team with administrative work, updating records, maintaining spreadsheets and tracking donor communications.

We are looking for someone who has previous customer service or client-handling experience and is a strong speaker, reader and writer in English.

Key Responsibilities

Speak professionally with UK-based and international donors over the phone
Handle incoming and outgoing donor calls
Respond to donor enquiries through WhatsApp and email
Carry out donor follow-ups
Understand donor queries and provide clear and accurate information
Read and understand project and campaign information
Explain relevant information clearly to donors
Maintain professional and positive donor relationships
Update donor records, spreadsheets and internal systems
Maintain accurate notes and follow-up records
Support general administrative tasks
Escalate complex donor queries when required
Maintain confidentiality of donor information
Follow internal donor care and communication procedures

Requirements

Previous experience in Customer Service, Customer Support, Call Centre, Client Support or a similar CSR role
Fluent spoken and written English
Confident and professional communication over the phone
Strong English reading and comprehension skills
Comfortable speaking with UK-based and international donors
Strong listening and conversational skills
Ability to write professional emails and WhatsApp messages
Comfortable making and receiving calls
Good follow-up and customer-handling skills
Professional, polite and patient approach
Good attention to detail and organisational skills
Comfortable handling administrative work and maintaining accurate records
Basic knowledge of Microsoft Word, Excel, Google Sheets and email
Willingness to learn, take feedback and follow procedures
Able to work full time onsite during the stated working hours

Experience communicating with international clients or customers would be an advantage. Who Would Be a Good Fit?

This role would suit someone who:

Enjoys speaking and communicating with people
Is confident handling phone conversations
Enjoys reading and learning new information
Can understand information quickly and explain it clearly
Writes clearly and professionally
Is organised and comfortable managing multiple follow-ups
Has a helpful, patient and professional communication style

Application Process To apply, please complete the application form below: Application Form: ********************************************

As part of the initial screening process, applicants will be asked to provide a 1–2 minute English voice recording introducing themselves and briefly describing their previous customer service or client-handling experience.

This helps us assess spoken English, clarity, confidence and conversational communication skills, which are important for this position.

For any application-related queries, please contact:

*********

Email Subject: CSR – Donor Care Application – [Your Full Name]

Only shortlisted candidates will be contacted regarding the next stage of the recruitment process.

Pay: Rs50,000.00 - Rs80,000.00 per month

Application Question(s)

This is a full-time onsite role in DHA Phase 2, Islamabad, Monday to Friday, 11:00 AM to 7:00 PM. Are you able to commute daily or relocate if required?

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