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Customer Service Representative - Charity SectorOne Sixty Asia · Kuala Lumpur, M14, Malaysia
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One Sixty Asia

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Customer Service Representative - Charity Sector

🗓️ Posted 2026-09-18 Kuala Lumpur, M14, Malaysia Permanent Hybrid Customer Service Call Centre
💰 Salary RM2,500–RM3,500/mo (RM30,000–RM42,000/yr) 📊 Market RM3,000–RM4,200/mo

About the Company

Welcome Caller We're looking for a confident and personable Welcome Caller to connect with new charity donors and help build strong, long-term relationships. You'll make warm, engaging outbound calls to welcome new supporters, thank them for their donation, answer questions and ensure they feel confident about their decision to support the charity. This is more than a customer service role. You'll use consultative communication and persuasive skills to build donor engagement, overcome objections, encourage upgrades where appropriate and make genuine save attempts when a donor is considering cancelling. All conversations must be professional, ethical, respectful and donor-focused.

Responsibilities

  • ● Make outbound welcome calls to new donors and supporters.
  • ● Thank donors and explain the charity's mission, work and impact.
  • ● Build rapport and create a positive first experience for every donor.
  • ● Verify and accurately update donor, payment and communication details.
  • ● Identify and address concerns that could lead to donor cancellation.
  • ● Use active listening, questioning and objection-handling skills to understand and support donors.
  • ● Where appropriate, ask donors to increase their contribution and explain the additional impact this could have.
  • ● Handle cancellation requests professionally and make appropriate save attempts.
  • ● Process cancellations, changes and follow-ups accurately and promptly.
  • ● Answer questions about donations, payments and communication preferences.
  • ● Maintain accurate records of conversations, outcomes and donor feedback.
  • ● Follow all call guides, compliance, data protection and internal procedures.
  • ● Success in this role will be measured through a combination of call quality, productivity, compliance, donor retention, save rates, successful upgrades and accurate record keeping.
  • ● Targets must always be achieved through ethical, transparent and donor-focused conversations.

Requirements

  • ● Excellent verbal communication and rapport-building skills.
  • ● Confident and professional telephone manner.
  • ● Comfortable working towards targets and measurable outcomes.
  • ● Confident handling objections and influencing positively without being pushy.
  • ● Resilient when dealing with rejection, cancellations or difficult conversations.
  • ● Strong attention to detail and accurate data-entry skills.
  • ● Good computer skills.
  • ● Previous experience in customer service, sales, fundraising, telemarketing, retention or a similar role is desirable but not essential.

Benefits

  • ● One Sixty International is a fast-growing international fundraising agency with teams across the UK, USA and Asia. We work with some of the world's leading charities, helping them connect with supporters and raise vital funds for important causes.
  • ● We're passionate about our people and our culture. We offer a supportive, ambitious and energetic environment where employees are encouraged to develop, take ownership and progress their careers.
  • ● Joining One Sixty means becoming part of a growing global organisation where your work can make a genuine difference - both to the business and to the charities and communities we support.
  • ● If you're ambitious, people-focused and ready to make an impact, we'd love to hear from you.
  • ● Pay: RM2,500.00 - RM3,500.00 per month
  • ● Application Question(s):
  • ● When are you available to start work
  • ● Work Location: In person