Donor Service Officer

Context::

The External Relations Department (ExRel) is responsible for engaging with private individuals and organisations to build awareness about NRC and raise funds for the organisations work for people forced to flee. To achieve this, ExRel operate across four main areas; Public Engagement ensuring that the voice of NRC and the people we serve is being heard; Global Fundraising raising unearmarked funds from private individuals for NRCs mission; Donor Management securing our income from regular donors; and Corporate Relations collaborating with the private corporate sector to attract and maintain grants and pro bono resources for the organisation.

Donor Management section (DM)

The Donor Management section (DM) the section is accountable for the maintenance and development of the regular donor portfolio. This includes analytics, donor service and work related to managing and developing the regular donor portfolio.

Role and responsibilities

The Customer Service Officer is responsible for NRCs donor service towards people interested in or already giving donations to NRC and ensuring that services are delivered efficiently, professionally and according to NRC’s guidelines and principles. 

Responsibilities

Ensure high quality donor service across markets and channels, report when training or changes are necessary

1. Responsible for managing NRC’s donor service through the following channels: phone, e-mail and chat
2. Handle NRC’s CRM system which includes registering and cancelations of donorship agreements, handling refunds and complaints, communicating with and handling inquiries from donors and the public
3. Stay updated on content in NRCs social media channels and webpages to efficiently solve any types of requests and asks that come through donor service channels
4. Inform the line manager about complaints and ensure they are handled efficiently
5. Support other NRC donor service colleagues and ensure services are delivered in line with NRC’s global communication guidelines and donor service strategy
6. Any other tasks and responsibilities falling under the sections mandate, as instructed by the line manager

Please access the full Job Description  for more details about the role.

What you will bring:

• Ability to effectively communicate, understand, and empathize. Interact respectfully with others and develop productive working relationships to minimize conflict and maximize satiesfaction
• Proactive, self-motivated, innovative problem solver, actively seeking out opportunities resulting in benefits for beneficiaries, colleagues and NRC’s business
• Interested in and eager to learn new systems and processes
• Systematic and structured
• Ability to use English, German and Norwegian/Swedish as a working language, written and verbal

What makes this position attractive?

• A 50% position to the end of next year. Flexible hours, perfect to combine with higher studies, e.g. universities. 
• A strongly committed, challenging, and international work environment in a large, world-renowned humanitarian organisation
• An opportunity to work with highly competent colleagues, develop your own skills in an international context while contributing to further professionalise our procedures
• Compensation according to NRC’s salary scale, good pension and insurance schemes

Please note:

• For more information about the role, please contact Stephan Gundersen, Head of Strategy and Business Development Section, NRC, mail: stephan.gundersen@nrc.no
• Please submit all relevant documents when applying