Donor Care Assistant
Support the implementation of the Donor Care Programme.
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Overview
Support the implementation of the Donor Care Programme.
You have:
- Attained Secondary education level that enable the candidate to perform the above-mentioned duties.
- Minimum 1 year of working experience with High School Diploma and 0 years of experience with a bachelor's degree or higher.
- Proven experience in fundraising work related to donor service or telemarketing gained in Hong Kong fundraising market is a definite advantage.
- Proficiency in written and spoken Chinese (Cantonese and Putonghua) and English.
- Strong communication and interpersonal skills.
- Knowledge of MS office especially MS Word and MS Excel.
- Attention to details, high accuracy and result oriented.
- Ability to collaborate with others, with a flexible and positive attitude.
Hardship Level (not applicable for home-based)
U (unclassified)Family Type (not applicable for home-based)
No designationStaff Member / Affiliate Type
UNOPS LICA2Target Start Date
2025-08-01Deadline for Applications
July 16, 2025Terms of Reference
General Background
(Brief description of the national, sector-specific or other relevant context in which the individual contractor will operate)
Since 2007 UNHCR Private Sector Partnership Service (PSP) has been running successful fundraising programs in several Asian markets. In 2019 PSP aims to raise a minimum of HK$94 million from the Hong Kong market.
Hong Kong was the first PSP office in Asia and operates in a highly competitive market. In spite of the competition the office has experienced year on year growth and operates a diverse new donor recruitment programme that covers face to face, online and direct response television fundraising activity. Due to the size of the database and the diversity of the audiences recruited, the office also operates a complex donor retention strategy.
In order to continue the successful growth of PSP Hong Kong and ensure that donors are developed and retained in a way which ensures maximum value for UNHCR Hong Kong, PSP Hong Kong now requires a UNOPS Donor Care Assistant to work alongside the existing team and to provide high quality customer service and deliver engaging donor communications.
Reporting to and supervised by the Assistant PSP Officer - Donor Care, this position executes a series of donor development programmes through telemarketing call such as upgrading donation amount, reactivating monthly donors to restart their monthly donation, converting one-off donor to monthly donors etc. These are the necessary steps to be taken to meet the annual planned goal to increase the overall donation income. The Donor Care Assistant will be the frontline contact with donors.
This position is a UNOPS position with a contract which is renewable each calendar year.
- Purpose and Scope of Assignment
(Concise and detailed description of activities, tasks and responsibilities to be undertaken, including expected travel, if applicable)
Under the supervision of the Assistant PSP Officer - Donor Care, the incumbent's responsibilities will include:
Under the supervision of the Assistant PSP Officer - Donor Care, to work closely with UNHCR and supporting the implementation of the Donor Care Programme of UNHCR's Private Sector Partnerships Unit, in particular on donor service and donor information processing
Donor recapturing (appealing for restart monthly donation)
Making calls to the selected target donors, communicating messages prescribed for such purpose and making record of the process;
Carrying out follow-up communications as necessary;
Answering enquires from donors, as a result of this initiative, or arising from any other situations for which a formal reply is deemed necessary;
Rendering administrative support for this project;
Donor upgrading (appealing for increasing amount of monthly donation)
Making calls to the selected target donors, communicating message prescribed for such purpose and making record of the process;
Carrying out follow-up communications as necessary;
Answering enquiries from donors, as a result of this upgrading initiative, or arising from any other situations for which a formal reply is deemed necessary;
Rendering administrative support for this project;
Donor conversion (appealing for making monthly donation instead of one-off donation)
Making phone calls to the selected target donors, communicating messages prescribed for such purpose and making record of the process;
Carrying out follow-up communications as necessary;
Answering enquires from donors, as a result of this initiative, or arising from any other situations for which a formal reply is deemed necessary;
Rendering administrative support for this project;
Information support for analysis of donor responses and needs;
Reporting daily to direct supervisor regarding donor responses and demands;
Performing data-entry to the donor database system as assigned by supervisor.
Support other telemarketing programs when necessary
Support UNHCR’s donor care and fundraising events, outdoor work may be required
Undertaking other duties as assigned by her/his supervisor
- Monitoring and Progress Controls
(Clear description of measurable outputs, milestones, key performance indicators and/or reporting requirements which will enable performance monitoring)
Supervision by Assistant PSP Officer - Donor Care
Weekly work brief report to supervisor
Monthly work report by Assistant PSP Officer - Donor Care to PSP Officer (NOC)
- Qualifications and Experience
(List the required education, work experience, expertise and competencies of the individual contractor. The listed education and experience should correspond with the level at which the contract is offered.)
Education (Level and area of required and/or preferred education)
Attained Secondary education level that enable the candidate to perform the above-mentioned duties.
Work Experience
(List number of years and area of required work experience. Clearly distinguish between required experience and experience which could be an asset.)
Minimum 1 year of working experience with High School Diploma and 0 year of experience with a bachelor’s degree or higher.
Proven experience in fundraising work related to donor service or telemarketing gained in Hong Kong fundraising market is a definite advantage
c. Key Competencies
(Technical knowledge, skills, managerial competencies or other personal competencies relevant to the performance of the assignment. Clearly distinguish between required and desired competencies)
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.Standard Job Description
Required Languages
English,
Cantonese,
Desired Languages
,
,
Additional Qualifications
Skills
Education
Bachelor of Arts: Marketing, High school diploma (Required)Certifications
Work Experience
Other information
NAThe English version is considered original and authoritative, translation to other language(s) serve the purpose of advertisement of local positions where applicable but are not considered as official translationsNAThis position doesn't require a functional clearance Remote
No
Potential interview questions
| Can you describe an experience where you had to manage a difficult customer or donor? | This question assesses your customer service skills and ability to handle challenges. | Provide a specific example and explain how you resolved the issue. |
| What strategies would you use to encourage one-off donors to transition to monthly donors? | This question evaluates your understanding of donor conversion strategies. | Pro members can see the explanation. |
| How do you prioritize your tasks when managing multiple donor communications? | Pro members can see the explanation. | Pro members can see the explanation. |
| Describe a time when you had to follow up with a client or donor after initial contact. | Pro members can see the explanation. | Pro members can see the explanation. |
| What do you believe is essential for maintaining good donor relationships? | Pro members can see the explanation. | Pro members can see the explanation. |
| Have you ever worked with a database for managing donor information? How did you ensure its accuracy? | Pro members can see the explanation. | Pro members can see the explanation. |
| What are some important metrics you would track to evaluate the success of a fundraising campaign? | Pro members can see the explanation. | Pro members can see the explanation. |
| How do you approach learning new software programs or systems that you would use in this role? | Pro members can see the explanation. | Pro members can see the explanation. |
Added 11 months ago
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Updated 11 months ago
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Source:
unhcr.org
