Customer Retention or Supporter Care Officer

at CanTeen
Location Sydney, Australia
Date Posted October 5, 2020
Category Customer Service
Job Type Full-time
Send Resume at


Customer Retention or Supporter Care Officer CanTeen location Sydney.

About Canteen just when life should be full of possibilities, cancer can crash into a young person’s world and shatter everything. Canteen provides young people impacted by cancer, and their parents, with access to a team of Allied Health Professionals who deliver programs, counselling and a range of other group and individual support activities.

The team at Canteen assist these young people to access the support they need to develop and maintain the skills and confidence to live healthy and happy lives. Canteen also engages in community awareness and seeks to develop awareness of cancer support for young people around Australia. Canteen aims to create highly accessible, youth friendly, integrated service hubs as well as a range of online supports, that provide evidence-based interventions and support to young people aged 12–25 years impacted by cancer.

Job summary as part of the Supporter Care team, you will be responsible for maintaining high quality relationships with Canteen’s supporters to ensure the achievement of revenue goals. This customer service role will see you nurturing long term relationships with new and existing supporters to increase revenue, reduce supporter attrition and grow loyalty. You will be responsible for the provision of high levels of customer service to supporters including excellent inbound and outbound call handling, complaint handling, donations processing and accurate management of supporter information. A major component of the role will be supporting all aspects of the supporter care and administration activities for the Canteen Regular Giving Program (Can Do Family).

Selection criteria demonstrated customer service experience and an ability to represent Canteen to supporters in a professional manner. Similar experience in a customer service position for a charity or commercial organization. Superior customer service skills. Excellent database and data entry skills. Solid attention to detail is essential.

Strong verbal and written communication skills. Strong organisational and administrative skills. Ability to work well within a team. Ability to build relationships quickly and easily. Ability to deal with difficult customers. Good computer skills, especially MS Office and familiarity with databases like Salesforce.

Personal attributes an ability to pick up the phone and get things done – “not backwards in coming forwards” – but a recognition of the fact that there a many ways to get things done.

A strong customer focus and relationship-building skills. A warm, friendly and engaging manner. Professionalism and attention to quality and detail. A self-starter, disciplined and determined approach. Enthusiasm and a “can do” attitude, including the ability to find and implement solutions to challenges that arise in achieving fundraising goals.