Supporter Relations - Donor Facing Officer

Médecins Sans Frontières/Doctors Without Borders (MSF) is an international, independent, medical humanitarian organisation that delivers emergency aid to people affected by conflict, epidemics, disasters or exclusion from healthcare. MSF’s actions are guided by medical ethics and the principles of impartiality, independence and neutrality.

 

Benefits of working with MSF Australia 

• Flexible & hybrid working arrangements   
• Salary packaging plus insurance benefits & allowances  
• Annual salary review & annual Performance review 
• Annual individual training budget & LinkedIn learning licence 
• Employee Assistance Program  
• Wellbeing support & Headspace App  
• Strong culture of diversity and inclusion 
• Career growth & development opportunities 
• Additional leave & purchased leave options  
• Novated lease & retail discount benefits
• Monthly Friday afternoons off! 
• Plus more! 

 

Responsibilities of your role 

Reporting to an Assistant Manager this inbound customer care role will have you play a key part in delivering critical donor services and admin tasks to support MSF Australia and New Zealand’s donors while also assisting the fundraising team.  Collectively the Supporter Relations function ensures that MSF’s valued donors receive the best possible service and attention. 

As the first point of contact for current and potential donors as well as the general public you will be responsible for: 

• Supporter Care & Retention: Respond to and resolve general and supporter enquiries via phone, email, and mail regarding donations, refunds, and cancellations. Proactively offer alternative solutions to retain supporters who express an intent to cancel.
• Data & Compliance: Perform accurate and efficient data entry. Ensure all supporter interactions and Supporter Relations work areas comply with PCI-DSS and audit guidelines.
• Collaboration & Learning: Maintain an up-to-date knowledge of MSF’s domestic and global operations to deliver high-quality service. Build positive, collaborative relationships across the organisation.
• Continuous Improvement: Actively participate in call coaching and professional development sessions.

 

What you will bring 

To succeed in this donor focused customer service role you will enjoy managing inbound communications and will be comfortable working independently within a supportive and professional team environment.   You are energised by learning and inspired by the opportunity to contribute to a humanitarian organisation. Ideally you can demonstrate the following: 

• Experience in a call centre and/or customer service role, preferably within the not-for-profit sector
• Confidence using CRM systems and strong computer literacy (Salesforce experience well regarded)
• High attention to detail and accuracy in your work
• Excellent written and verbal communication skills, and the ability to manage competing priorities
• An understanding of and alignment with MSF’s mission and values.  

 

Applications 

Select the apply button and upload your resume and cover letter to be considered for this position.  

Applications will be reviewed on receipt.   

For more information, see this link to the Job Description or contact the MSFA Talent Acquisition team with any questions MSFAOfficeRecruitment@sydney.msf.org     

In MSF Australia, the following four values form the foundations of our culture: Courage, Integrity, Inclusion and Pragmatism. They guide us in our work every day, driving our behaviour as we approach delivery of our social purpose and vision. 

MSF Australia is committed to developing diversity, equity and inclusion in our workplace and fostering a culture of belonging for all our staff. We believe that a diverse workforce helps us better achieve our social mission of providing aid without agenda. We strongly encourage First Nations peoples, people from LGBTQIA+ communities, people from diverse cultures and language groups, and people who live with a disability to apply. We invite all requests for a reasonable adjustment to the recruitment process if this will support your application. For more information, please call or email MSFA Human Resources on +61 2 8570 2609   MSFAOfficeRecruitment@sydney.msf.org