Senior Supporter Care Officer

WWF-HK is looking for Senior Supporter Care Specialist, reporting to Head, Individual Giving and Supporter Care.  The job holder will work with the team to deliver professional services to our supporters acquired from various channels; manage and implement the supporter care journey with empathy and the use of the CRM system (Raiser Edge) for engaging and cultivating our supporters to be an active citizen for  future where nature and people thrive.

Responsibilities: 

• Supervise the Supporter Care team to deliver professional frontline service to supporters to achieve the departmental KPIs;
• handle enquiries and complaints via phone, email or text in a courteous, efficient and timely manner;
• enter donation, payments, membership and contact information into the relevant databases in a timely and accurate manner to maintain the comprehensiveness, accuracy and up-to-date of the data in the CRM system (Raiser Edge);
• conduct donation transaction through the third-party payment gateways (e.g. Global Payment, PayDollar) regularly every month;
• perform recurring donation and database activities, such as updating donation records, data cleansing and de-duplication;
• process the mailing and offline donations, such as arranging posting communication materials, bank-in cq. and cash donations;
• assist in managing and organizing the supporter care activities;
• assist in monitoring data points, data flows to facilitate the supporter journey engagement;
• generate monthly reports on supporter care activities and supporter feedback;
• assist other teams to update the transaction records in the database; and
• carry out other duties as may be required.

Required Qualifications and Skills:

• Degree holder in Business Management, Communication, Social Science or other related disciplines.
• At least 4 years of relevant experience in customer service and relationship management.
• Knowledge in database or customer relationship management systems (e.g. Raiser Edge, Salesforce) preferred.
• Experience in digital messaging, website and social media engagement is an advantage.
• Proficiency in MS Office.

Required Behavioural Skills:

• Good communication, interpersonal and relationship management skills.

• Excellent proficiency in spoken English, Cantonese and Mandarin preferred.

• Ability to handle multiple tasks and be self-motivated.

APPLICATION:  For interested candidates, please apply with a full resume with work history, your current and expected salary through https://wwfhk.bamboohr.com/careers/213

   

WWF, the World Wide Fund for Nature, a non-profit organisation, headquartered in Switzerland, is one of the world’s most recognisable and respected independent conservation organisations. 

To find out more about us, please visit our website at wwf.org.hk now.