Bilingual Donor Care Support Officer

March 15 2019
Industries Non-profit organisation - NPO
Categories Administrative, Clerical, Customer Service, Call Centres, Customer service, Support - Assistance, Office clerk, Receptionist, Secretary, Word processing clerk
Burlington, ON

Islamic Relief's objective is to build and maintain trust with our donors through transparency of our programs, educate them by answering any questions and providing different options on how they can contribute to help different vulnerable communities globally. The Donor Care Support Officer is responsible for providing superior customer service to our donors by responding to incoming inquiries via phone and/or email, and make outbound calls to, supporting our ongoing marketing campaigns, etc. The hours for this role are between 9:00am - 5:30pm, EST - Monday to Friday. This role supports the
Donor Care Team Lead. A successful candidate for this position will be fluent in French and English, and required to work flex hours on weekdays and weekends during our peak seasons such as Ramadan.

Essential Duties and Responsibilities:

Customer Service and Administrative

• Respond to incoming phone and email inquiries in a timely manner 
• Manage all incoming and outgoing French inquiries
• Document donor concerns and requests on our current management tool
• Assign tasks related to incoming inquiries to relevant personnel within organization
• Follow up on incomplete tasks and complaints
• Develop quarterly reports for outstanding requests and escalate to relevant departments
• Contact donors with completed or failed payments to update their payment information any ongoing donations
• Input pledges in donor database and follow up with donors with regards to their request post events
• Manage and improve various ongoing processes under ownership in order to retain donors
• Develop and execute a communication strategy through assessing retention patterns within developed metrics
• Contribute to our various campaigns through processing donations accurately
• Log daily mail on the mail log
• Update invalid donor entries on Raiser's Edge
• Complete any other Ad hoc tasks assigned by the donor care manager

Stewardship and Reporting

 • Develop a regular stewardship reporting schedule along with the team

•  Export donor lists by campaign and send them stewardship reports related to cause
•  Report to premium donors by mailing stewardship reports
•  Manage one to one project funding requests and report back to donors on funded projects
• Educate the donors by sending any donor stewardship reports related to different projects after our campaigns
• Encourage donors to contribute to our various programs by educating them about

Qualifications and Requirements:

• 1-2 years of experience related to customer service and data management
• Post-Secondary Education; University degree preferred
• Proficiency in MS Excel is an asset
• Proficiency with Gmail and select add-ons (mail merge)
• Proficient written in English and French (oral and written)
• Is able to prioritize and reprioritize to meet donor needs, stay organized and meet deadlines as set
• Requires strong attention to detail with the ability to perform tasks with accuracy in the absence of supervision
• Manages to balance accuracy and efficiency of work, and meet deadlines while multi-tasking
• Works well independently and in a team environment with a diverse group of people
• Basic mathematical skills required
• Self-motivated, takes initiative and has ability to follow instructions
• Experience with Raiser's Edge is an asset; ability to learn new databases quickly
• Must be eligible to work in Canada
Available to work flexible hours, additional as required

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