Donor Care Assistant

Hardship Level (not applicable for home-based)

U (unclassified)

FamilyUNOPS LICA2

2023-10-23September 20, 2023General Background

(Brief description of the national, sector-specific or other relevant context in which the individual contractor will operate)

Since 2007 UNHCR Private Sector Partnership 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 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

(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, the incumbent's responsibilities will include:

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

Donor recapturing (appealing for restart monthly donation)

Making calls to the selected target donors, communicating messages prescribed for such purpose and making record of the process;

Carrying out follow-up communications as necessary;

Answering enquires from donors, as a result of this initiative, or arising from any other situations for which a formal reply is deemed necessary;

Rendering administrative support for this project;

Donor upgrading (appealing for increasing amount of monthly donation)

Making calls to the selected target donors, communicating message prescribed for such purpose and making record of the process;

Carrying out follow-up communications as necessary;

Answering enquiries from donors, as a result of this upgrading initiative, or arising from any other situations for which a formal reply is deemed necessary;

Rendering administrative support for this project;

Donor conversion (appealing for making monthly donation instead of one-off donation)

Making phone calls to the selected target donors, communicating messages prescribed for such purpose and making record of the process;

Carrying out follow-up communications as necessary;

Answering enquires from donors, as a result of this initiative, or arising from any other situations for which a formal reply is deemed necessary;

Rendering administrative support for this project;

Information support for analysis of donor responses and needs;

Reporting daily to direct supervisor regarding donor responses and demands;

Performing data-entry to the donor database system as assigned by supervisor.

Support other telemarketing programs when necessary

Support UNHCR’s donor care and fundraising events, outdoor work may be required

Undertaking 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 Officer - Donor Care

Weekly work brief report to supervisor

Monthly work report by Assistant PSP Officer - Donor Care to PSP Officer (NOC)

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.)

Education (Level and area of required and/or preferred education)

Attained Secondary education level that enable the candidate to perform the above-mentioned duties.

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 working experience with High School Diploma and 0 year of experience with a bachelor’s degree or higher.

Proven experience in fundraising work related to donor service or telemarketing gained in Hong Kong fundraising market is a definite advantage

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

Education

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

Certifications

Other information

This position doesn't require a functional clearance