Senior PSP Assistant (Donor care)

The UNHCR Private Sector Partnership (PSP) launched its programme to acquire public fundraising in Malaysia on 2024. The development of this market will support the global organization in expanding its supporter base and building a stable and predictable income stream from the private sector within Malaysia. Ultimately this will mean UNHCR Malaysia can provide even more support to refugees and other persons of concern.

Purpose and Scope of Assignment

1. Handle / accept all incoming calls from donors;
2. Handle complaints, questions, and queries from donors, using all available platforms e.g. email, phone, FB;
3. Make daily follow-up on inquiries and ensure that relevant data are kept updated in the PSP database;
4. Make daily follow-up ensuring respective channels/vendor(s) take any necessary action on donor inquiries;
5. Support and assist the implementation of best practices including standardized phone manners and customized scripts when answering/handling donor’s inquiries via phone calls and or emails and distribute to vendor(s) and responsible for any follow-up and quality assurance of telemarketing programme;
6. Prepare daily/weekly follow-up call reports and coordinate on a daily basis with PSP’s vendor(s) for database and retention;
7. Support and assist the implementation of upgrade, conversion, reactivation, and other types of expansion activities aiming at maximizing long-term net income while meeting the required return on income (ROI) targets;
8. Assist Donor development and retention to execute retention and donor journey strategy to achieve annual budget and KPI;
9. Assist and support the implementation of save programme; test, implement, and monitor donor movement on a daily basis and provide analysis for trend and figures of donor save programme;
10. Assist PSP Officer on daily clerking-invoices processing, purchase order issuance, etc;
11. Assist PSP Officer for the daily, weekly, monthly, quarterly report on the KPI of PSP unit including income and cost budget monitoring;
12. From time to time, in order to meet organizational and fundraising priorities, you will be required to perform other duties as directed by the Line manager.

Monitoring and Progress Controls

• Improved performance of the call centres;
• Successful test with results that can be used for rolling out activities;
• Smooth transition of database migration and successful roll out of new CRM system.

Only applications submitted through Workday will be accepted:

https://unhcr.wd3.myworkdayjobs.com/External/job/Kuala-Lumpur-Malaysia/Senior-PSP-Assistant--Donor-care-_JR2451502

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Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• Which of the following Customer Relationship Management (CRM) systems do you have experience using?
• Which of the following Microsoft Office products are you experienced with?
• Are you willing to undergo a pre-employment background check?

Non-Profit Organisations 51-100 employees.

The Office of the United Nations High Commissioner for Refugees was established on December 14, 1950, by the United Nations General Assembly. The agency is mandated to lead and co-ordinate international action to protect refugees and resolve refugee problems worldwide. Its primary purpose is to safeguard the rights and well-being of refugees. It strives to ensure that everyone can exercise the right to seek asylum and find safe refuge in another State, with the option to return home voluntarily, integrate locally, or to resettle in a third country.