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Join the Child Rights and You team as a Full Time Customer Service Representative - Team Leader on Erekrut, specializing in Customer Service in the NGO industry. We are seeking talented individuals with a passion for Customer Support/Service and educational qualifications ranging from 1-3 Years. Apply now on Erekrut to take the next step in your career with a leading global company.

Job Title: Customer Service Representative – Team Leader (Face-to-Face Fundraising)

Location:

- Kolkata
- Mumbai

Salary: ₹26,000 – ₹35,000 per month + Performance Incentives

Education: Minimum Graduate

Experience: 1–3 years of experience in Face-to-Face (F2F) Fundraising or Field Team Handling

Language Requirements:

- Kolkata: English, Bengali & Hindi
- Mumbai: English & Hindi

About CRY (Child Rights and You)

CRY is India’s most trusted NGO working in the area of child rights for over 47 years. The organization has impacted the lives of more than 3 million children across India. With a presence in 20 states, CRY works towards ensuring happier childhoods for India’s children through strong resource generation, program implementation, and ethical practices.

Job Summary

We are seeking an experienced and agile Customer Service Representative – Team Leader to manage and lead a team of face-to-face fundraisers. The role involves on-ground supervision, performance management, coaching, and ensuring high-quality donor engagement while achieving daily and monthly fundraising targets.

Key Responsibilities

Team Leadership & Supervision

- Lead, manage, and motivate a team of face-to-face fundraisers
- Conduct daily briefings, goal setting,



and performance debrief sessions
- Monitor attendance, discipline, and team engagement
- Drive individual and team performance to achieve targets

Fundraising Operations

- Ensure high-quality donor interactions and conversion standards
- Support team members during live fundraising conversations when required
- Track daily productivity, donor acquisition numbers, and conversion ratios
- Ensure accurate collection of donor details and documentation

Training & Development

- Provide on-the-job coaching and performance feedback
- Identify skill gaps and implement improvement plans
- Support onboarding and training of new team members

Reporting & Coordination

- Share daily, weekly, and monthly performance reports with management
- Coordinate with back-office teams for donor data and documentation
- Maintain proper records and reporting accuracy

Quality & Compliance
- Ensure compliance with organizational policies and ethical fundraising standards
- Maintain high donor experience and service quality
- Handle donor and team escalations professionally

Designation

Customer Service Representative – Team Leader

Key Skills

Coaching & MentoringConflict ResolutionConversion OptimizationCustomer Relationship ManagementDaily Performance TrackingData AccuracyDecision MakingDocumentationDonor AcquisitionEthical Fundraising PracticesFace-to-Face FundraisingField Team SupervisionFundraisingMIS ReportingObjection HandlingPerformance ManagementProblem SolvingProcess ComplianceStakeholder CoordinationStrong Verbal Communication

Industry

NGO

Functional Area

Customer Support/Service

Employment Type

Full Time

Education

Graduation/Diploma

Job Type

Work From Office

📌 Customer Service Representative – Team Leader (Mumbai)
🏢 Child Rights & You
📍 Mumbai