Donor Care Assistant

The Donor Care Assistant supports the implementation of the Donor Care Programme within UNHCR's Private Sector Partnerships Unit in Hong Kong. The role involves providing high quality customer service, processing donation transactions, responding to donor enquiries, and assisting in donor communications to help increase donation income.

Responsibilities

• Work closely with UNHCR and support the implementation of the Donor Care Programme of UNHCR's Private Sector Partnerships Unit, particularly 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 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, post, and electronic mail regarding 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 the supervisor.

Requirements

• Completion of Territory 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.
• Minimum 1 year working experience for high school diploma and 0 year of experience for bachelor’s degree.
• Experience in answering donor/customer enquiry by phone and by email.
• At least 1 year proven experience in fundraising work related to donor service and data processing, gained in Hong Kong fundraising market.
• 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.

Skills

• Donor Enquiry Handling
• Fundraising Donor Service
• Data Processing
• MS Word
• MS Excel
• Donor Communications Writing
• Customer Service
• Donation Transaction Processing
• Bilingual Communication
• Written Communication
• Interpersonal Skills

Languages

Cantonese, Chinese, English