TH-Telemarketing Administrator (Internal opening only)

About Greenpeace:

Founded in 1971, Greenpeace gives voice to a fragile Earth by promoting solutions, advocating change, and inspiring action. The organisation has employed non-violent methods to campaign for environmental justice since its inception. Greenpeace operates globally through a network of independent national and regional entities across over 40 countries with Greenpeace International based in Amsterdam.

Greenpeace in Southeast Asia

Greenpeace Southeast Asia (GPSEA) offers dynamic and meaningful opportunities for professional growth. It is driven by a diverse and committed team who uphold the highest professional standards of the world’s leading environmental campaigning organization. By working alongside passionate and skilled colleagues, you will help to tackle some of the planet’s most urgent environmental challenges,

Operating from our offices in Bangkok, Jakarta, Kuala Lumpur, and Manila, we lead globally significant campaigns shaped by regional and national contexts, offering challenging opportunities to address pressing ecological issues. We are financially supported by tens of thousands of people across the region. To remain independent we have a policy of not accepting funding from companies and governments and therefore only accept donations from individuals and private foundations.

Equal Opportunity Employer

Greenpeace Southeast Asia is an equal opportunity employer with a longstanding commitment to providing a work environment that respects the dignity and worth of each individual. We recognize and value the benefits and strengths that diversity brings to our employees and the whole organization and we thrive in an environment that encourages respect and trust. We do not discriminate in employment opportunities or practices on the basis of age, ancestry, citizenship, color, disability, ethnicity, family or marital status, gender, gender identity or expression, national origin, political affiliation, race, religion, sexual orientation, veteran status, or any other legally protected characteristic. Selection will be in accordance with objective, job-related criteria and the appointment will be on the basis of the applicant’s merits and abilities.

The Telemarketing Administrator, reporting to telemarketing Officer, is responsible for both inbound and outbound telemarketing calls such as Supporter Follow Up, Reactivation, Recapture, One-off Conversion and other telemarketing programs that are aimed at increasing the continuing support income of Greenpeace Thailand (GPTH).

This is a 1-year fixed-term position based in  Bangkok, Thailand.

Duties and Responsibilities:

• Help increase GPSEA’s financial resilience by  building stronger relationships and connections with new and/or existing donors by performing various Acquisition and Retention call programs.
• Perform inbound and outbound telemarketing calls, including but not limited to the following:
  • Welcome Call
  • Retention and supporter care programs i.e. follow up fail, recapture calls, upgrade etc.
  • Reactivation of lapsed donors including one-off donors to regular givers.
• Ensure that telemarketing targets and Key Performance Indicators (KPIs) are consistently achieved.
• Familiarize oneself with the call scripts and ensure that only correct and up-to-date information are relayed to the donors as part of the campaign pitch.
• Comply regularly to the performance and productivity standards (i.e., Average Handling Time, number of call attempts, number of call hours per day, etc) set for each call program.
• Ensure that every call conversation is performed with confidentiality and donor-centric attitude and mindset.
• Undertake TM skills training and/or regular briefing on objection handling and other technical and functional up skilling in order to enhance performance.
• Communicate clearly any problems, concerns and requests received and discuss with the Line Manager.
• Capture all donor data accurately and completely as required by each call program and ensure the timely recording of this information onto Salesforce (CRM).
• Provide Line Manager with relevant reports of weekly or monthly deliverables and discuss pertinent issues and challenges as needed.
• Other duties assigned by line manager
• Working/coordinating with Supporter Care Team, Supporter Relations Coordinator, Telemarketing Coordinator and other departments related to the Supporter Care/TM programs.
• Attend the weekly editorial meeting and monthly TH staff meeting to get up-to-date information.
• Ensure the timely completion of each assigned call list for the call programs.
• The recording of Supporter Care/TM must be accurate and sufficient for use.

Skills and Experience:

• Bachelor's Degree in any field.
• At least 1-2 years of experience in customer services

Key Competencies:

Functional

• Calm under pressure with a good service minded and team player
• Problem-solving skills
• Knowledge and/or experience in Excel
• Knowledge and/or experience in database systems, reporting and management
• Preliminary - Elementary English communications skill would be advantage
  

Deadline: 20 August 2025