DR Administrator

Job Title: Donor Relations Administrator 

Location: Colombia

Status: Contractor - Limited term 

Compensation:

• Full-time (40 hours): 3'900.000 COP monthly
• Part-time: $25.000 COP hourly 

About the Department:

Join our dedicated Donor Relations Department, where compassion and excellence drive our mission. Our team is responsible for ensuring donors' inquiries and requests are answered promptly and efficiently through various communication channels. We manage the orphan sponsorship program and oversee the stewardship of water wells, ensuring that our donors feel connected and valued.

Our goal is to create an exceptional donor journey, bridging supporters to the right holders by sharing updates and reports on orphan sponsorship and water well projects, and processing their donations seamlessly. By fostering strong relationships and providing detailed updates, we strive to make each donor's experience fulfilling and impactful.

Job Purpose:

Islamic Relief's objective is to build and maintain trust with our donors through transparency of our programs, educating them by answering any questions, and providing different options on how they can contribute to help vulnerable communities globally. This position is responsible for providing superior customer service to our donors by responding to incoming inquiries via phone and/or email, making outbound calls, and supporting our ongoing marketing campaigns. The hours for this role are between 9:00am - 5:00pm EST, Monday to Friday. However, a successful candidate for this position will be required to work overnight and flex hours on weekdays and weekends during our busy seasons, based on a scheduled shift rotation.

Essential Duties & Responsibilities: 

• Respond promptly and professionally to donor inquiries via various channels, including phone calls, emails, and live chat.
• Process donor donations and refunds accurately and efficiently, adhering to established procedures and timelines.
• Strive to meet or exceed individual and team performance metrics, including response time and donor satisfaction ratings.
• Listen to voicemails and return calls.
• Collaborate with internal teams, such as Finance, Technical Support, and Fundraising, to respond to donor inquiries and requests, provide timely resolutions, and ensure a seamless donor experience.
• Contribute to various campaigns by processing donations on different platforms.
• Make chase calls post-events to process pledges.
• Perform any ad hoc tasks assigned by the donor relations manager and team leads

Qualifications & Competencies

• 1-2 years of experience related to customer service and data management.
• Post-Secondary Education; University degree preferred.
• Proficiency in MS Excel is an asset.
• Proficiency with Gmail and select add-ons.
• Proficient (oral and written) in English and French (preferably).
• Ability to prioritize and reprioritize to meet donor needs, stay organized, and meet deadlines.
• Strong problem-solving and critical-thinking skills to assess donor needs and provide effective solutions.
• Patience, empathy, and a donor-centric mindset to handle challenging or upset donors with professionalism and composure.
• Strong attention to detail with the ability to perform tasks with accuracy in the absence of supervision.
• Positive attitude, willingness to learn, and a team-oriented approach to collaborate with colleagues and contribute to a positive work environment.
• Ability to balance accuracy and efficiency of work, and meet deadlines while multitasking.
• Works well independently and in a team environment with a diverse group of people.
• Basic mathematical skills required.
• Self-motivated, takes initiative, and has the ability to follow instructions.
• Available to work flexible hours, additional as required