Donor Care Assistant

Hardship Level (not applicable for home-based)U (unclassified)

Family Type (not applicable for home-based)

Family

Staff Member / Affiliate TypeUNOPS LICA2

Target Start Date2023-12-11

Job Posting End DateDecember 6, 2023

Terms of Reference1. General Background
(Brief description of the national, sector-specific or other relevant context in which the individual contractor will operate)
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 Officer - Donor Care, this position executes a series of donor retention programmes and assist the supervisor in processing monthly donation sign up, welcoming new donors and preparing receipt for oneoff donations. The Donor Care Assistant will also play a key role in maintaining the loyalty of the existing donors and processing donor/ donation information.

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

2. Purpose and Scope of Assignment
(Concise and detailed description of activities, tasks and responsibilities to be undertaken, including expected travel, if applicable)
• Under the supervision of the Assistant PSP 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
• Undertake other duties as assigned by her/his supervisor.

3. Monitoring and Progress Controls
(Clear description of measurable outputs, milestones, key performance indicators and/or reporting requirements which will enable performance monitoring)
• 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

4. Qualifications and Experience
(List the required education, work experience, expertise and competencies of the individual contractor. The listed education and experience should correspond with the level at which the contract is offered.)
a. Education (Level and area of required and/or preferred education)
• Completion of Tertiary 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
(List number of years and area of required work experience. Clearly distinguish between required experience and experience which could be an asset.)
• Minimum 1 year of relevant working experience for high school diploma and 0 year of experience for bachelor’s degree
• At least 1 year working experience related to donor care service and data processing (fundraising experience is preferable, please specify details if it is part-time experience).
• Experience in answering donor/customer enquiry by phone and by email

c. Key Competencies
(Technical knowledge, skills, managerial competencies or other personal competencies relevant to the performance of the assignment. Clearly distinguish between required and desired 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

Required Languages Cantonese

,English

,

Desired Languages

,

,

Additional Qualifications

Skills

EducationBachelor of Arts (BA): Marketing, High School (Required)

Certifications

Work Experience

Other informationThis position doesn't require a functional clearance