Remote Donor Care Specialist

Penny Appeal Canada is an Islamic relief and development organization providing humanitarian aid and development programs across Asia, the Middle East, Africa, and Canada. The organization is seeking Donor Care Specialists for remote, home-based positions to join its growing Donor Care Team.

**Role Overview**

As a Donor Care Specialist, you will deliver exceptional customer service while supporting the organization's fundraising mission. You will manage high volumes of donor interactions across multiple channels—incoming and outgoing calls, emails, live chat, and text messages—while building donor relationships and processing contributions.

**Key Responsibilities**

• Handle inbound and outbound donor calls, including 120+ daily scripted fundraising and welcome calls during peak seasons
• Respond promptly to donor inquiries via phone, email, live chat, and text with courteous, professional service
• Educate donors about organizational programs and services; articulate the impact of their contributions
• Process donations securely, ethically, and confidentially with proper record-keeping
• Maintain comprehensive knowledge of all organizational programs and services
• Achieve individual quotas and KPIs to meet fundraising targets and departmental goals
• Update donor-management software, CRM systems, and provide administrative support
• Navigate platforms including G-Suite, Asana, Slack, Stripe, and CRM tools
• Participate in ongoing training to develop fundraising, communication, and product knowledge

**Required Qualifications**

• Minimum 18 years old and authorized to work in Canada
• Post-secondary education or relevant certification
• 2–5 years of call-centre or equivalent customer service experience
• Ability to handle high call volumes including cold calls and scripted fundraising calls
• Knowledge of Islamic practices including Zakat, Ramadan, and other religious observances (required)
• Strong listening, problem-solving, and multitasking skills
• Proficiency in Excel and Google Sheets (V-lookup, pivot tables) for data analysis
• Experience managing multiple communication channels simultaneously
• Attention to detail; ability to follow instructions independently
• Must pass criminal background check

**Technical Requirements**

• Dedicated, quiet, private home office with a door
• USB headset with microphone
• Windows PC or Mac (newer model required)
• Second monitor
• Secure, high-speed internet (satellite not compatible)

**Work Schedule**

• Full-time: 35 hours/week, Monday–Friday, 9:00am–5:30pm EST or 9:30am–6:00pm EST (8.5-hour day including 1-hour lunch)
• Part-time: Approximately 20–25 hours/week with similar scheduling
• Potential weekend shifts during peak seasons (Ramadan, Dhul Hijjah)
• Occasional in-office days throughout the year

**What's Offered**

• Competitive compensation
• Health benefits upon completion of 3-month probation
• Remote work flexibility
• Opportunity to support meaningful humanitarian and Islamic charitable work