PSP IG Assistant (Donor Care)

A (least hardship)

Family Type (not applicable for home-based)

Family

Staff Member / Affiliate Type

UNOPS LICA4

Target Start Date

2024-03-01

Job Posting End Date

December 25, 2023

Terms of Reference

• General Background

UNHCR Korea started its Private Sector Partnerships Services (PSP) in 2009 and since its launch, the program has grown significantly in terms of donor base as well as fundraising income.

As the donor base grows, the number of incoming and outgoing telecommunications is also increasing. Currently, one person is in charge of the entire call center operations, both inbound and telemarketing calls. PSP Korea will recruit one person who will oversee the inbound communication to separate the inbound and outbound telecommunications in accordance with the increasing donor communications. This aims to improve the quality of donor care service by more promptly responding to donors’ inquiries and providing satisfactory experiences over the phone and will ultimately improve donor loyalty.

• Purpose and Scope of Assignment

Under the supervision of Associate PSP IG Officer, the individual contractor will assist the following responsibilities:

• Plan and manage overall strategies of inbound donor service calls for contact centers;
• Set Key Performance Indicators (KPIs) for inbound calls and report the result monthly and yearly;
• Implement voice of the donor analysis to understand donor insights and improve donor service;
• Manage performance of the contact center and monitor communications with donors regularly;
• Respond to inquiries from donors professionally in a timely manner by phone call and email;
• Monitor inquiries and requests from public and donors and develop response strategies;
• Create donor communication message to be used in telephone script and text message in related to the incoming calls;
• Manage donor’s personal information and voice records in a secured way;
• Perform necessary administrative work required for contact center management; and
• Perform other duties as required.
• Monitoring and Progress Controls

The individual contractor will work for the UNHCR Office under the direct supervision of the Associate PSP IG Officer.

The individual contractor will perform duty in a combination of office and flexible working environment in line with UNHCR Korea’s guidelines.

• Qualifications and Experience
• Education
• University degree in preferably Business Administration, Marketing, Communications or related fields.

(Minimum 1 year of relevant working experience with high school diploma)

• Work Experience
• Relevant working experience in call center management, customer service, marketing, communication, and/or fundraising is preferred.
• Minimum 1 year of relevant working experience with High School diploma; or 0 year of experience with Bachelor or equivalent or higher
• Key Competencies
• Experience in call center management, donor (customer) communication, or customer service;
• Strong communication and interpersonal skill;
• Proven ability to manage multiple tasks at a time while paying strict attention to details;
• Fluency in Korean and English (both written and spoken).

Standard Job Description

Required Languages

,

,

Desired Languages

English

,

Korean

,

Skills

Additional Qualifications

Education

Certifications

Work Experience

Other Information

This position doesn’t require a functional clearance