Customer Service Representative

Médecins Sans Frontières Australia & Médecins Sans Frontières New Zealand; Sydney; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Flexible & hybrid working arrangements

Salary packaging + insurance benefits

Annual salary review & performance

Training budget & LinkedIn learning

Employee Assistance Program

Diversity & inclusion culture

Additional leave & purchased leave

Novated lease & retail discounts

Monthly Friday afternoons off

Job summary

Médecins Sans Frontières Australia & Médecins Sans Frontières New Zealand is seeking a donor-focused Customer Care role to support MSF's donors and fundraising teams. You will handle inquiries via phone, email, and mail, ensuring high-quality service and accurate data entry.

The role emphasizes donor retention, PCI-DSS compliance, and collaboration across MSF operations, with a flexible and hybrid working arrangement.

Qualifications

• Experience in a call centre or customer service role.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and deliver high-quality donor service.
• Understanding of MSF's mission and values is beneficial.

Responsibilities

• Serve as first point of contact for donors and the public via phone, email, and mail.
• Handle donations, refunds, and cancellations; offer solutions to retain donors.
• Ensure accurate data entry and compliance with PCI-DSS and audit guidelines.
• Build cross-team relationships and participate in coaching and development.

Skills

Customer service

Communication

Tools

Salesforce CRM

MS Office

Job description

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
• Strong culture of diversity and inclusion
• Additional leave & purchased leave options
• Novated lease & retail discount benefits
• Monthly Friday afternoons off!

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.

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 [phone] [e-mail]

MSF Australia has a Child Protection Policy and COVID-19 vaccination policy in place, all employees are required to comply with these policies.

In support of the Child Protection Policy, a criminal background check will be required as part of the recruitment process for selected candidates. A criminal record will not automatically preclude anyone from the position they have been selected for.