Job Description

Hardship Level (not applicable for home-based) A (least hardship)Family Type (not applicable for home-based)FamilyStaff Member / Affiliate TypeUNOPS LICA5Target Start Date 2025-01-01Deadline for Applications December 29, 2024Terms of Reference The UNHCR Private Sector Partnership (PSP) launched its programme to acquire public fundraising in Malaysia on 2024. The development of this market will support the global organization in expanding its supporter base and building stable and predictable income stream from the private sector within Malaysia. Ultimately this will mean UNHCR Malaysia can provide even more support to refugees and other persons of concern.UNHCR is now looking for a highly motivated and self-driven donor care coordinator with a background in either commercial or NGO donor/customer care and relations, to support donor loyalty and development programme.
Donor care coordinator will take important roles to be agile with any environment of the market, in order to achieve objective of lifetime value donor for income and growth.Purpose and Scope of Assignment
a. Handle / accept all incoming calls from donors;
b. Handle complaints, questions and queries from donors, using all available platform e.g. email,phone, FB;
c. Make daily follow up on inquiries and ensure that relevant data are kept updated in the PSP database;
d. Make daily follow up ensuring respective channels/vendor(s) take any necessary action on donor inquiries
e. Support and assist the implementation of best practices including standardized phone manners and customized scripts when answering/handling donorxe2x80x99s inquiry via phone calls and or emails and distribute to vendor(s) and responsible for any follow up and quality assurance of telemarketin programme
f. Prepare daily /weekly follow up call reports and coordinate on daily basis with PSPxe2x80x99s vendor(s) for database and retention;
g. Support and assist the implementation of upgrade, conversion, reactivation, and other types of expansion activities aiming at maximizing long term net income while meeting the required return on income (ROI) targets
h. Assist Donor development and retention to execute retention and donor journey strategy to achieve annual budget and KPI.
i. Assist and support the implementation of save programme ; test, implement, and monitor donor movement on daily basis and provide analysis for trend and figures of donor save programme
j. Assist PSP Officer on daily clerking-invoices processing, purchase order issuance, etc;
k. Assist PSP Officer for the daily, weekly, monthly, quarterly report on the KPI of PSP unit including income and cost budget monitoring;
l. From time to time in order to meet organizational and fundraising priorities, you will be required to perform other duties as directed by the Line manager.Monitoring and Progress Controls
- Improved performance of the call centres
- Successful test with results that can be used for rolling out activities
- Smooth transition of database migration and successful roll out of new CRM systemStandard Required Languages English,,Desired Languages Cantonese, Malay,Additional QualificationsSkills Databasing, Donor Development, PS-Fundraising materials production and management, TelemarketingEducation Bachelor of Arts (BA): Communication, Bachelor of Science (BS): MarketingCertificationsWork ExperiencePrivate Sector PartnershipsOther information This position doesn't require a functional clearanceHome-Based No

UNHCR