Please find our values HERE.
AREAS OF ACCOUNTABILITY:
- Conduct outbound donor calls, including welcome, payment reminder, upgrade, conversion, and reactivation campaigns, while delivering a positive and donor-centric experience.
- Manage donor inquiries and build strong, long-term donor relationships through phone, WhatsApp, email, and other communication channels.
- Handle inbound and outbound inquiries, feedback, and complaints with professionalism, empathy, and excellent customer service, ensuring timely resolution and appropriate escalation of complex cases.
- Process donations through various payment methods, including cash, cheque, mobile payments, and credit cards, ensuring accuracy and complaint with internal procedures.
- Support donor acquisition, retention, upselling, and cross-selling initiatives to maximize engagement, lifetime value, and fundraising results.
- Provide administrative, reporting, data analysis, and database management support as required.
- Assist in planning and executing donor engagement activities and events.
- Coordinate with vendors and external partners, including communication, reporting, training, issue resolution, and invoice processing.
- Perform other duties and projects as assigned by the line manager.
KEY COMPETENCIES:
- Srong communication, active listening, customer service, and telemarketing skills with a proven ability to achieve sales or fundraising targets.
- Ability to build rapport, understand donor needs, handle sensitive situations, and manage donors relationships effectively.
- Adaptable to different donor engagement strategies and able to exercise sound judgment and critical thinking to resolve issues effectively.
- Strong problem-solving skills with the ability to handle donor concerns, identify root causes, and propose appropriate solutions.
- Demonstrates attention to detail, accountability, and the ability to prioritise urgent cases effectively.
QUALIFICATIONS:
- HKCEE / HKDSE or above; Diploma in a related discipline is preferred.
- Strong interpersonal, communication, and relationship-building skills with a donor‑focused approach.
- Capable of managing multiple tasks and working independently with a high level of integrity and professionalism.
EXPERIENCE AND SKILLS:
- At least 3-5 years working experience in telemarketing, customer service, fundraising, donor care or a related field.
- Proficient in both spoken and written English and Chinese, and fluent in Putonghua.
- Proficiency in English & Chinese word processing
- Good knowledge of computer applications, including MS Office, Excel and CRM systems.
- Strong attention to detail, high accuracy anda results-oriented mindset.
- Good team player, dedicated, with empathy, and passionate to work in NGO
- Strong interested to work for good cause serving the children Hong Kong and around the world.
APPOINTMENT TERMS
This post is on a full time basis.
Don’t miss the opportunity to have career success and fulfilment while you deliver change for children to attain the right to survival, protection, development and participation.
We need to keep children safe so our selection process, which includes background checks, reflects our commitment to the protection of children from abuse. Candidates at the final stage of recruitment process may be requested to undergo Sexual Conviction Record Check by the Hong Kong Police. If you refuse to undergo the check, we have the right not to consider your application.
Personal data collected will be used for recruitment purpose only.