UNOPS Donor Care Assistant

Job Posting Organization:
The UNHCR Private Sector Partnerships Service (PSP) was established in 2007 and has been actively involved in fundraising programs across various Asian markets. The Hong Kong office, being the first PSP office in Asia, has successfully navigated a highly competitive fundraising landscape, aiming to raise a minimum of HK$94 million from the Hong Kong market in 201

• The organization has experienced consistent year-on-year growth and has developed a diverse donor recruitment program that includes face-to-face interactions, online fundraising, and direct response television campaigns. The office also implements a complex donor retention strategy to ensure that donors are engaged and retained effectively, maximizing the value for UNHCR Hong Kong. The organization operates with a dedicated team focused on enhancing donor relationships and ensuring the sustainability of fundraising efforts.

Job Overview:
The UNOPS Donor Care Assistant position is integral to the ongoing success of the UNHCR's Private Sector Partnerships Unit in Hong Kong. The role involves providing high-quality customer service and engaging donor communications, which are essential for the development and retention of donors. Reporting to the Assistant PSP IG Officer - Donor Care, the Donor Care Assistant will execute various donor development programs through telemarketing efforts aimed at upgrading donation amounts, reactivating monthly donors, and converting one-off donors into monthly contributors. This position serves as the frontline contact for donors, ensuring that their inquiries and needs are addressed promptly and effectively. The Donor Care Assistant will play a crucial role in meeting the annual planned goals for increasing overall donation income, thereby contributing to the mission of UNHCR.

Duties and Responsibilities:
The Donor Care Assistant will have a range of responsibilities, including but not limited to: assisting in the processing of monthly donations via autopay and credit card, ensuring accuracy in donor information, and addressing any discrepancies or special occurrences. The assistant will also handle one-off donation transactions, confirm donor personal details before entering them into the database, and manage inbound calls to respond to donor inquiries. Additionally, the role involves following up with donors through various communication channels regarding donation issues and inquiries, conducting telephone fundraising campaigns as needed, and assisting in the creation of donor communication materials. The assistant will undertake other duties as assigned by the supervisor, ensuring that all tasks are completed efficiently and effectively.

Required Qualifications:
Candidates must possess a completion of Territory Education, with a degree in Communications, Marketing, International Studies, Business Administration, or a related field being desirable. However, candidates with degrees in other disciplines who have a proven relevant professional record will also be considered. The role requires a minimum of 1 year of working experience for those with a high school diploma, while candidates with a bachelor's degree are not required to have prior experience. Experience in addressing donor or customer inquiries via phone and email is essential, along with at least 1 year of proven experience in fundraising work related to donor service and data processing within the Hong Kong fundraising market.

Educational Background:
The educational background required for this position includes the completion of Territory Education, with a preference for candidates holding a degree in Communications, Marketing, International Studies, Business Administration, or a related field. Candidates with degrees in other areas will also be considered if they have relevant professional experience. A bachelor's degree is preferred, but not mandatory for applicants with significant experience in the field.

Experience:
The position requires a minimum of 1 year of work experience for candidates with a high school diploma, while those with a bachelor's degree are not required to have any prior experience. Candidates should have experience in responding to donor or customer inquiries through phone and email, as well as at least 1 year of proven experience in fundraising work that involves donor service and data processing, specifically in the Hong Kong fundraising market.

Languages:
Proficiency in written and spoken Chinese (Cantonese and Putonghua) and English is mandatory for this position. Strong communication skills are essential, particularly for donor communications materials. While proficiency in Cantonese and Putonghua is required, additional language skills may be considered beneficial but are not mandatory.

Additional Notes:
This position is classified as a UNOPS role with a contract that is renewable each calendar year. The position does not require functional clearance and is not remote. The role is categorized under the UNOPS LICA2 staff member type, and the target start date for the position is November 17, 202

• The position is full-time and involves working closely with the existing team to support the implementation of the Donor Care Programme.