Join us to leads external donor care operations to deliver an exceptional, data‑driven donor experience across all communication channels, driving efficiency, quality, and long‑term donor value!
UNICEF works in over 190 countries and territories to save children’s lives, defend their rights, and help them fulfill their potential, from early childhood through adolescence.
At UNICEF, we are committed, passionate, and proud of what we do for as long as we are needed. Promoting the rights of every child is not just a job – it is a calling.
UNICEF is a place where careers are built: we offer our staff diverse opportunities for professional and personal development that will help them reinforce a sense of purpose while serving children and communities across the world. We welcome everyone who wants to belong and grow in a diverse and passionate culture, coupled with an attractive compensation and benefits package.
Visit our website to learn more about what we do at UNICEF.
For every child, the right to hope
Visit our UNICEF Malaysia website to learn more about what we do at UNICEF locally
How can you make a difference?
The position of Fundraising Officer (Donor Care) NOA is based in the Malaysia Country Office, within the Private Sector Fundraising & Partnerships section. The role reports to the Fundraising Officer (Donor Care) 1087 42 at the NOB level. Under the supervision of the Fund raising Officer NOB, this post is responsible for managing the external donor care operations team, ensuring an exceptional donor experience across inbound and outbound communication channels. It emphasizes data-driven decision making, operational efficiency, quality assurance, capacity planning, proactive retention support, and continuous improvement in systems and service processes to contribute to long-term donor experience, satisfaction, and value maximization.
Key Functions/ Accountabilities
1.Support to Donor Care Operations
- Maintain and monitor daily and weekly dashboards to track service quality and team performance.
- Support the coordination of donor care activities including inbound calls, emails, and welcome calls.
- Ensure consistent use of SOPs and knowledge bases in donor interactions.
- Prepare routine reports on service quality and donor engagement metrics.
2. Workforce and Scheduling Support
- Provide input into workload forecasting and scheduling based on historical contact volumes.
- Assist in maintaining shift schedules and tracking team availability.
- Support the supervisor in resource allocation and task prioritization.
3. Donor Retention and Issue Resolution Support
- Respond to donor inquiries and pledge cancellation requests using approved communication guidelines.
- Escalate complex retention cases to the supervisor or relevant teams.
- Support donor engagement efforts through outbound calls and follow-ups.
4. Service Quality and Training Assistance
- Participate in quality assurance activities such as call audits and CSAT reviews.
- Assist in onboarding and training sessions for new team members.
- Provide feedback to improve donor interaction scripts and service delivery.
5. Data Monitoring and Reporting
- Collect and compile data on donor queries, contact patterns, and cancellation reasons.
- Assist in preparing performance summaries and identifying recurring issues.
- Support the supervisor in analyzing trends and proposing improvements.
6. Channel and System Support
- Monitor donor contact channels (email, phone, chatbot) for usability and performance.
- Report system issues and improvement suggestions to BIS/IT teams.
- Assist in testing and documenting CRM and chatbot updates.
7. Chatbot and Automation Support
- Support the maintenance of chatbot flows and escalation logic.
- Monitor chatbot interactions and report drop-off trends or unresolved queries.
- Coordinate with the supervisor on chatbot updates and integration with live support.
8. Donor Journey Monitoring
- Track donor journey touchpoints such as welcome calls, failed payments, and cancellations.
- Collect donor feedback and share insights with the supervisor.
- Support alignment of service operations with donor engagement strategies.
9. Cross-Functional Support
- Perform other duties as assigned by the supervisor, including support to donor retention and engagement initiatives.
- Delivering efficient, donor-centered care operations will directly improve donor satisfaction, engagement, and retention. Strategic workforce planning, performance tracking, and process improvements will allow UNICEF Malaysia to scale its donor support efficiently and contribute to long-term fundraising sustainability.
If you would like to know more about this position, please review the complete Job Description here: 
Classified JD_Fundraising Officer (Donor Care) NOA.pdf
To qualify as an advocate for every child you will have…
Minimum requirements:
- Education: A first-level university degree in Business Administration, Communications, Nonprofit Management, Customer Experience, or other relevant fields is required.
- Work Experience: Minimum of 1 year of professional experience in customer service operations, preferably in the nonprofit, fundraising, or donor support environment is required
- 3 years of professional experience in Customer Service operations is desirable.
- Proven track record in managing teams, operational KPls, and service improvement initiatives is desirable.
- Demonstrated experience in workforce planning/ scheduling based on contact arrival trends (calls/emails) is required.
- Hands-on experience managing CRM flows and improving process efficiency (e.g., reducing clicks in Salesforce) is required.
- Experience in building and maintaining chatbotjourneys and automated donor support tools is required.
- Language Requirements: Fluency in English and Bahasa Malaysia, knowledge of another official UN language (Arabic, Chinese, French, Russian or Spanish) is considered an asset.
Desirables:
- Relevant experience at country level, particularly in development, fragile settings and humanitarian contexts.
For every Child, you demonstrate...
UNICEF’s Core Values of Care, Respect, Integrity, Trust and Accountability and Sustainability (CRITAS) underpin everything we do and how we do it. Get acquainted with Our Values Charter: UNICEF Values
The UNICEF competencies required for this post are…
(1) Builds and maintains partnerships
(2) Demonstrates self-awareness and ethical awareness
(3) Drive to achieve results for impact
(4) Innovates and embraces change
(5) Manages ambiguity and complexity
(6) Thinks and acts strategically
(7) Works collaboratively with others
Familiarize yourself with our competency framework and its different levels.
UNICEF promotes and advocates for the protection of the rights of every child, everywhere, in everything it does and is mandated to support the realization of the rights of every child, including those most disadvantaged, and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, minority, or any other status.
UNICEF encourages applications from all qualified candidates, regardless of gender, nationality, religious or ethnic backgrounds, and from people with disabilities, including neurodivergence. We offer a wide range of benefits to our staff, including paid parental leave, breastfeeding breaks and reasonable accommodation for persons with disabilities. UNICEF provides reasonable accommodation throughout the recruitment process. If you require any accommodation, please submit your request through the accessibility email button on the UNICEF Careers webpage Accessibility | UNICEF. Should you be shortlisted, please get in touch with the recruiter directly to share further details, enabling us to make the necessary arrangements in advance.
UNICEF does not hire candidates who are married to children (persons under 18). UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities. UNICEF is committed to promote the protection and safeguarding of all children. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check, and selected candidates with disabilities may be requested to submit supporting documentation in relation to their disability confidentially.
UNICEF appointments are subject to medical clearance. Issuance of a visa by the host country of the duty station is required for IP positions and will be facilitated by UNICEF. Appointments may also be subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (Covid). Should you be selected for a position with UNICEF, you either must be inoculated as required or receive a medical exemption from the relevant department of the UN. Otherwise, the selection will be canceled.
Remarks:
As per Article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity.
UNICEF is committed to fostering an inclusive, representative, and welcoming workforce. For this position, eligible and suitable candidate with disabilities are encouraged to apply.
Government employees who are considered for employment with UNICEF are normally required to resign from their government positions before taking up an assignment with UNICEF. UNICEF reserves the right to withdraw an offer of appointment, without compensation, if a visa or medical clearance is not obtained, or necessary inoculation requirements are not met, within a reasonable period for any reason.
UNICEF does not charge a processing fee at any stage of its recruitment, selection, and hiring processes (i.e., application stage, interview stage, validation stage, or appointment and training). UNICEF will not ask for applicants’ bank account information.
Humanitarian action is a cross-cutting priority within UNICEF’s Strategic Plan. UNICEF is committed to stay and deliver in humanitarian contexts. Therefore, all staff, at all levels across all functional areas, can be called upon to be deployed to support humanitarian response, contributing to both strengthening resilience of communities and capacity of national authorities.
UNICEF shall not facilitate the issuance of a visa and working authorization for candidates under consideration for positions at the national officer and general service category.
All UNICEF positions are advertised, and only shortlisted candidates will be contacted and advance to the next stage of the selection process. An internal candidate performing at the level of the post in the relevant functional area, or an internal/external candidate in the corresponding Talent Group, may be selected, if suitable for the post, without assessment of other candidates.
Additional information about working for UNICEF can be found here.