Donor Care Assistant

Deadline for Applications

Hardship Level (not applicable for home-based)

Family Type (not applicable for home-based)

Staff Member / Affiliate Type

Target Start Date

Terms of Reference

Since 2007 UNHCR Private Sector Partnerships Service (PSP) has been running successful fundraising programs in several Asian markets. In 2019 PSP aims to raise a minimum of HK$94 million from the Hong Kong market.

Hong Kong was the first PSP office in Asia and operates in a highly competitive market. In spite of the competition the office has experienced year on year growth and operates a diverse new donor recruitment programme that covers face to face, online and direct response television fundraising activity. Due to the size of the database and the diversity of the audiences recruited, the office also operates a complex donor retention strategy.

In order to continue the successful growth of PSP Hong Kong and ensure that donors are developed and retained in a way which ensures maximum value for UNHCR Hong Kong, PSP Hong Kong now requires a UNOPS Donor Care Assistant to work alongside the existing team and to provide high quality customer service and deliver engaging donor communications.

Reporting to and supervised by the Assistant PSP IG Officer - Donor Care, this position executes a series of donor development programmes through telemarketing call such as upgrading donation amount, reactivating monthly donors to restart their monthly donation, converting one-off donor to monthly donors etc. These are the necessary steps to be taken to meet the annual planned goal to increase the overall donation income. The Donor Care Assistant will be the frontline contact with donors.

This position is a UNOPS position with a contract which is renewable each calendar year.

2. Purpose and Scope of Assignment

Under the supervision of the Assistant PSP IG Officer - Donor Care, the incumbent's responsibilities will include:

• Under the supervision of the Assistant PSP IG Officer - Donor Care, to work closely with UNHCR and supporting the implementation of the Donor Care Programme of UNHCR's Private Sector Partnerships Unit, in particular on donor service and donor information processing.
• Assist the supervisor in processing monthly donation (both by autopay and credit card), informing and advising the supervisor in case of inaccuracy and special occurrence.
• Assist the supervisor in processing the one-off donation transactions.
• Confirm donors' personal details, as appropriate, before entering accurate information into the database.
• Assist in taking inbound calls to respond to donors' enquiries, making record and reporting public enquiries to senior staff.
• Assist in following up with donors, by phone, by post and by electronic mail, in relation to donation transaction issues and donor enquiries.
• Conduct telephone fundraising campaigns as required.
• Assist the supervisor in writing donor communications materials and forward to donors.
• Undertaking other duties as assigned by her/his supervisor.

3. Monitoring and Progress Controls

• Supervision by Assistant PSP IG Officer - Donor Care
• Weekly work brief report to supervisor
• Monthly work report by Assistant PSP IG Officer - Donor Care to PSP Officer (NOC)

4. Qualifications and Experience

a. Education

• Completion of Territory Education, degree is desirable in Communications, Marketing, International Studies, Business Administration, or a related field. Candidates with a degree in other disciplines with a proven relevant professional record will also be accepted.

b. Work Experience

• Minimum 1 year working experience for high school diploma and 0 year of experience for bachelor’s degree.
• Experience in answering donor/customer enquiry by phone and by email.
• At least 1 year proven experience in fundraising work related to donor service and data processing, gained in Hong Kong fundraising market.

c. Key Competencies

• Knowledge of MS office especially MS Word, MS Excel.
• Attention to details, high accuracy and result oriented.
• Ability to collaborate with others, with a flexible and positive attitude.
• Strong communication and interpersonal skills.
• Able to work independently and under pressure.
• Proficiency in written and spoken Chinese (Cantonese and Putonghua) and English.
• Good writing skills for donor communications materials.

• Customer service oriented.

Standard Job Description

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Desired Languages

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Additional Qualifications

Skills

Education

Certifications

Work Experience

Other information

Remote