CBM India Trust is committed to improving the quality of life of people with disabilities. CBM India

addresses disability as a cause and consequence of poverty in the most disadvantaged communities of

the world. We work in partnership with local, national, and international actors with the aim of creating

a more equal society for all. Our vision is to have an inclusive world in which all people with disabilities

enjoy their human rights and achieve their full potential.

Position: Senior Telecalling Officer Location: Bengaluru

Reporting to: Manager - Supporter Services Database Management

The Senior Telecalling Officer will drive donor retention and donor acquisition through structured, high-

quality outbound and inbound calling, with a primary focus (60%) on retaining, upgrading, and cross-

selling to CBM India Trusts existing donor base, and a secondary focus (40%) on acquisition through

internally and externally generated leads. The role combines strong calling skills - upselling, cross-

selling, donor retention, and donor handling - with hands-on support to the Donor Retention Officer

on backend tasks such as data entry and sorting of donation forms and donor data, ensuring accuracy

and continuity across the donor lifecycle.

Responsibilities:

- Make outbound retention calls to existing donors from CBM India Trusts donor base to renew, upgrade, or reactivate their giving.

- Cross-sell and upsell relevant giving options (higher-value gifts, monthly/recurring giving, additional programs) to existing donors based on their profile and interest.

- Handle donor queries, objections, and concerns professionally, ensuring a positive and respectful donor experience on every call.

- Support the Donor Retention Officer with backend work,



including data entry and sorting of donation forms and donor records to keep the database accurate and up to date.

- Maintain organized call logs and donor notes to enable consistent follow-up and personalized engagement.

- Make calls to prospective donors from internally generated leads, including referrals, events, and campaigns, as well as externally generated or partner-provided lead lists, to convert

- Clearly communicate CBM India Trust s mission, programs, and giving options to prospective donors during acquisition calls.

- Accurately capture recent donor information and coordinate with the relevant teams for donor enrolment and donation processing.

- Track and report acquisition call outcomes, including contact rates, conversions, and other relevant calling metrics.

- Follow approved calling scripts and adapt them appropriately for donor retention, cross-

selling/upselling, reactivation, and acquisition conversations.

- Record accurate and detailed call notes in the CRM/database after every call to support

- Tag and segment donors appropriately, based on insights from conversations, such as upgrade

potential, lapsed status, or specific program interests.

- Ensure donation forms and donor data are accurately sorted, verified, and entered in a timely

manner to support smooth processing and maintain data accuracy.

- Handle high call volumes and occasional difficult or irate donor conversations with patience,

- Work under pressure to meet assigned monthly donor retention and acquisition targets.





- Balance calling responsibilities with backend data entry and donation form-sorting activities,

5. Decision-Making Responsibilities

- Prioritize daily calling activities across donor retention and acquisition to meet assigned

targets, broadly maintaining the 60:40 focus.

- Determine when a donor query, concern, or complaint needs to be escalated to the Donor

- Exercise judgment in selecting the most appropriate donor engagement approach, such as an

upgrade, cross-sell/upsell, or reactivation, based on the donor s profile and interests.

- Ensure the accuracy and completeness of donor data entered during backend support

activities, recognizing its importance for reporting, donation processing, and future donor

Qualifications and Experience:

- 4-6 years of experience in tele-calling, donor relations, customer engagement, or fundraising, with a proven ability to handle both retention and acquisition calling.

- Demonstrated skills in upselling, cross-selling, donor retention, and donor handling.

- Comfortable with data entry and basic database/CRM tools; attention to detail when sorting and processing donation forms.

- Good communication skills with a donor-centric, patient approach to calling.

- Ability to manage a mixed workload of calling and backend administrative support.

Other Requirements

The future job holder is expected to adhere to CBM India s policies and procedures, commit to

CBM India s Child Safeguarding Policy and Code of Conduct, and follow CBM India s safety

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Senior Telecalling Officer Location: Bengaluru
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