Donor Care Representative – Australia for UNHCR

• Full-time permanent role – Sydney CBD (2000) based – Hybrid work environment on offer.
• Work with a passionate team, supportive manager – Fantastic training program on offer.
• Many benefits on offer; recently redesigned L&D program, additional gifted leave and NFP tax benefit.

About our client

Australia for UNHCR raises funds to support the Global UN Refugee Agency, who are often first in and last out during emergencies, providing crucial life-saving assistance and care to the people who need it.

Support comes in many different forms, such as donations to our emergency appeals, regular giving, community fundraising events, major gifts, and corporate partnerships. Australian gifts provide life-saving aid to civilians fleeing the frontlines of conflict. They also support longer-term projects in healthcare, education, and livelihoods. Nobody chooses to be a refugee, but we can all choose to stand with refugees in their time of need.

Role responsibilities

This position reports to the Senior Donor Care Coordinator and will focus on nurturing relationships with supporters (thereby increasing commitment and retention) by providing a world-class donor experience and assisting the organisation in achieving its fundraising goals.

• Delivering excellence in every interaction with donors as a first point of contact via inbound phone calls, emails and via Live Chat (using the same donor-centric mentality when building internal relationships as well).
• With understanding and empathy manage complaints and action, resolve or escalate when required.
• Provide regular feedback from donors and supporters via Voice of Donor actions to gauge and report on donor sentiment.
• Update donor records and enter all interactions into the CRM database, keeping donor records accurate and updated and ensuring compliance with data security and governance procedures.
• High volume/accurate data processing in the CRM (Raiser’s Edge), including single gift and recurring donations, banking and issuing donation receipts.
• Manage refund requests and escalate for action when required.

Essential Requirements

You will be comfortable in a fast-paced environment, requiring multi-tasking across various communication channels and be able to effectively collaborate in a tight-knit team environment. You will be passionate about delivering an exceptional customer service experience in every interaction and understand the importance of adhering to processes in order to maintain data integrity and security.

• Proven experience in a high-volume inbound customer service role.
• Fast, accurate and efficient data-entry skills, and experience working with CRMs.
• Have an awareness of the key principles of the Privacy Act, keeping privacy and security front of mind when managing data.
• Strong computer skills across the Microsoft Office suite.
• Excellent written and verbal communication skills demonstrating professionalism across a variety of communication channels.
• Strong time management skills, be able to manage competing priorities and switch between communication platforms without losing attention to detail.
• Demonstrated ability to build relationships and work with others within the organisation.

How to Apply

To be considered for this position please apply now with your resume, via the advertisement.

If you have any further questions, please contact Natalia Berdzenishvili at [email protected] using the subject line: Donor Care Representative – Australia for UNHCR enquiry via EthicalJobs.

There is no closing date for this role, please apply as soon as possible as all applications will be reviewed as they are received.

At Beaumont People we believe a diverse workplace is a happy workplace, and we love working with organisations that feel the same way. We encourage applications from people of all different backgrounds, including Aboriginal and Torres Strait Islander peoples, people from CALD backgrounds and people with disabilities.

We do not discriminate on the basis of race, religion, sexual orientation, gender identity, national origin, age, disability, marital or parental status. Should you require a reasonable accommodation to be made for your application to be assessed we would be more than happy to discuss how that can be arranged.