Telemarketing Consultant (Romanian native speaker) Full time

Contract

This is a Consultancy contract. More about Consultancy contracts.

UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.

Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.

And we never give up.

For every child, safety.

How can you make a difference?

Purpose of the consultancy:

Under the general supervision of the Fundraising (FR) Officer and the direct supervision of the Donor Stewardship Consultant, the Telemarketing FR Consultant will provide telemarketing services for the nurture, welcome, conversion, upgrade of individual donors.

The Telemarketing (TM) FR Consultant will work in close cooperation with the Fundraising Officer, Donor Stewardship Consultant, Database Management Associate, FR Campaign Coordinator and other relevant staff and FR suppliers (for example, telemarketing agency) in order to implement telemarketing FR campaigns, for obtaining efficient results, according to established Key Performance Indicators (KPIs).

Background:

In 2018, UNICEF started a new five-year country partnership with Romania. The overall aim of the partnership is to continue to accelerate the universal realization of child rights and improve the situation of excluded children living in marginalized communities with large minorities and in most vulnerable and deprived areas. This is accompanied by promoting a culture of rights, social norms and alliances that will benefit all children and enhance equity and solidarity in the country.

Also, UNICEF continues to be the ‘Voice’ for children and adolescents, advocating and communicating around key national policies, social issues, mind sets and attitudes. In the current country programme, UNICEF in Romania continues to raise funds locally, both for national projects and for other countries.

More details about UNICEF in Romania work for children are available at www.unicef.org/romania

and https://www.facebook.com/UNICEFRomania.

Justification:

The private sector’s role as a key contributor to other resources is expected to grow. UNICEF fundraises from both the private individuals and corporate sector and is bringing on the market new techniques with excellent results in other markets.

In line with its Private Sector FR Plan (PSP) for 2018-2022, the UNICEF Office in Romania is increasing its fundraising efforts from private individuals, with a focus on building long term sustainable income, through monthly (pledge) donations. This will be achieved primarily by growing the number of pledge donors acquired through current channels (direct debit, online and SMS) and by upgrading, cross-selling, reactivation for existing donors, through TM campaigns.

The pledge giving programme requires ongoing activities in telemarketing services for the nurture and save of individual donors. Nurture calls: all new pledge donors are called to be thanked for their donation and given the necessary information, all donors’ requests made by phone are answered and actions are taken according to donors’ requests; donors are called to upgrade their donation. Saving calls: donors with payment errors are called to be given the information they need to fulfil the donation; donors who ask to cancel their donation are called for feedback; donors whose direct debit contract expires are called to extend the duration of their donation contract etc.

Specific tasks:

The key tasks expected to be fulfilled by the consultant are (but not limited to):

1. Calling the donor database provided by the office for the welcome, retention, conversion, upgrade etc. of individual donors;
2. Respond to donor queries through e-mails, telephone calls;
3. Support in donor service activities like reply to comments, feedback, queries from existing individual donors;
4. Make calls to ask donors to extend their direct debit contract and follow up;
5. Collect donor feedback and follow up on their requests;
6. Support in regular data clean-up and update (contact details like email ID, telephone number etc., donor profile details like date of birth, correct name and address) activities;
7. Maintain contact with the telemarketing agency and provide the requested support for TM campaigns;
8. Make sure that direct debit contracts are sent within the deadline to the social integrator Associatoin for Community Relations and follows up as requested;
9. Contributes to team effort by accomplishing related results as needed;
10. Other support as and when required by the programme.

Expected deliverables:

1. Daily telemarketing report sumarizing the number of total and successful calls made;
2. Monthly consultancy report summarizing actions on all the specific tasks mentioned in the activities and tasks section of the ToR.

To qualify as an advocate for every child you will have…

• Qualification and experience:

  1. Education: minimum requirement - completion of secondary / vocational education. University degree in Public Relations, Communication, Social Sciences, Fundraising, or other relevant field is an advantage.
  2. A minimum of five years of relevant work experience is required. A minimum of three years of work experience in telemarketing or servicing large number of customers / individual donors is a must.
  3. Experience in working in the non-profit sector or INGOs is an advantage.

  Skills and competencies:

  1. Working with people; Communication; Analysing; Organising.
  2. Proven skills in telemarketing, managing relationships with large number of customers / individual donors, involving query resolution and response.
  3. Very good PC skills: Outlook, Microsoft excel. Experience in working with donor databases is an advantage.
  4. Proven communication skills to effectively respond to donor/customer queries through telephone calls, e-mails.
  5. Working language is Romanian – native/fluent Romanian is a mandatory requirement.
  6. Knowledge of English, conversational level, is expected/preferred.

  General conditions - procedures and logistics:

  • the consultant will work in the UNICEF office in Bucharest when the context allows it;
  • all information and communications of the team with UNICEF or other partners during this consultancy and in relation to it will be confidential, if not agreed otherwise;
  • payments will be made monthly after the delivery of tasks, based on the activity report signed by the supervisor.

  The consultant will sign a health statement prior to taking the assignment and the designation form will be completed. UNICEF Terms and Conditions (attached) will apply.

For every Child, you demonstrate…

UNICEF's values of Care, Respect, Integrity, Trust, and Accountability (CRITA) and core competencies in Communication, Working with People and Drive for Results.

To view our competency framework, please visit here.

Click here to learn more about UNICEF’s values and competencies.

UNICEF is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of the organization.

UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF also adheres to strict child safeguarding principles. All selected candidates will be expected to adhere to these standards and principles and will therefore undergo rigorous reference and background checks. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check.

Application procedure:

The application will be made in the dedicated UNICEF platform and it must include:

1. an updated CV (in Romanian) focused on the skills and experience requested by the current consultancy;
2. a cover letter (in Romanian) underlining the motivation for applying for the position and how the candidate’s experience, skills and experience match the requirements of the position;
3. a financial offer Financial bid_telemarketing.docx, specifying the requested NET monthly fee in RON.

Selection procedure:

Only shortlisted candidates will be contacted. Applications which do not include the financial offer will not be considered.

The contract will be awarded based on the best combination of expertise and fee.

Remarks:

Mobility is a condition of international professional employment with UNICEF and an underlying premise of the international civil service.

Only shortlisted candidates will be contacted and advance to the next stage of the selection process.

Individuals engaged under a consultancy or individual contract will not be considered “staff members” under the Staff Regulations and Rules of the United Nations and UNICEF’s policies and procedures, and will not be entitled to benefits provided therein (such as leave entitlements and medical insurance coverage). Their conditions of service will be governed by their contract and the General Conditions of Contracts for the Services of Consultants and Individual Contractors. Consultants and individual contractors are responsible for determining their tax liabilities and for the payment of any taxes and/or duties, in accordance with local or other applicable laws.