Senior Donor Engagement Officer

Follow up on payments and sponsorship status by telephone calls

• Devise, conduct and analyse in-house and outsourced telemarketing activities with follow up actions to engage, retain and cultivate donors including but not limited to welcoming donors, miss payment reminders, cancellation notification, recurring donation end-date reminder, and upgrading donation amount.
• Train and drive relevant staff to make telephone calls, and ensure the work quality and performance are up to the PIHK’s standard
• Handle difficult  and complaint cases by phone, report and escalate to Manager if needed
• Prepare incoming enquiries and outbound calls performance reports to Manager
• Prepare telephone call scripts and share telephone skills with SS team members, part-time staff and volunteers
• Monitor the operation of hotline and email enquires and review relevant workflow when necessary

Donation payment processing

• Ensure recurring and one-off donation transactions are arranged and relevant adjustments are made in the database in a timely and accurate manner so as to minimise the non-paying rate
• Support the development and review of existing and new (if any) payment methods

Providing excellent customer services

• Perform child assignments to new or reassigned donors timely and accurately according to sponsors’ and departments’ preferences on a weekly basis, and the relevant follow up work.
• Handle all enquiries including but not limited to telephone and email by providing adequate and accurate information to donors or the general public

Level of education

• University Degree preferably in Business, Customer Services, Management, Social Sciences or other related disciplines

Knowledge / Job Specific Competencies

• Minimum 3 years’ working experience in customer services or call centre
• Proven experience as a call centre supervisor is an advantage
• Knowledge of call centre performance monitoring and evaluation
• Good written and spoken English and Chinese
• Good PC skills including MS Word, Excel and PowerPoint, Outlook, Chinese word processing

TERMS AND CONDITIONS

• Prospective employees are requested to undergo the Sexual Conviction Record Check.
• Please provide current and expected salary information in your application