Donor Care Assistant (MVD)

Hardship Level (not applicable for home-based)

U (unclassified)No designationUNOPS LICA32024-12-03December 1, 20241. General Background

Since 2007 UNHCR Private Sector Partnerships (PSP) has been running successful fundraising programs in several Asian markets. In 2017 PSP aims to raise a minimum of $73 million from the Asia/Pacific region compared to the $3.4 million raised in 2006.

Since 2007 three new Asian markets have been launched; Hong Kong (2007), Thailand (2008) and South Korea (2008). 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 which is requiring more manpower in order to manage it effectively.

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 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 will play a key role in welcoming the newly recruited donors and maintaining the loyalty of the existing donors. This position will be the first point of contact for all the PSP donors and will ensure that they are properly serviced.

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, supporting the implementation of the Donor Care Programme of UNHCR's Private Sector Partnerships Unit, in particular on donor service and donor information processing;
• Carries out welcoming procedures to greet new donors by phone and by post such as send welcome letters and make welcome phone-calls to new donors;
• Confirm donors' personal details, as appropriate, before entering accurate information into the database;
• Input donor personal details and donation details into donor database;
• Assist in preparing donation receipt to donors;
• Follow up with donors for debit fail transactions by phone, email, mail or SMS;
• Answer donor enquires by taking in bound call or answering email enquiries;
• Undertake other duties as assigned by her/his supervisor.

3. Monitoring and Progress Controls

• Supervision by Assistant PSP IG Officer - Donor Care and Donor Development Associate
• Bi-weekly work brief report to supervisor
• Inbound calls and emails are responded within one working day

4. Qualifications and Experience

a. Education
• Completed secondary level schooling or vocational training equivalent to secondary school level.

b. Work Experience
• At least one year working experience related to donor care service /customer services /account servicing /data processing (fundraising experience is preferable, please specify details if it is part- time experience).

c. Key Competencies
• Knowledge of MS office especially MS Word, MS Excel.
• Typing speed English (50 WPM) Chinese (20 WPM)
• Attention to details, high accuracy and result oriented.
• Proficiency in written and spoken Chinese (Cantonese and Putonghua) and English.
• Ability to work flexible hours including some evenings and weekends and a commitment to working on events that fall outside of office hours

 

Standard Job Description

Required Languages

English

,

Cantonese

,

Desired Languages

Chinese

,

,

Additional Qualifications

Skills

Education

Bachelor of Arts (BA): Communication, Bachelor of Arts (BA): Marketing, High School (Required)

Certifications

Other information

This position doesn't require a functional clearance

Home-Based

No