Donor Care & Retention Specialist (Hybrid)

MSF Australia; Sydney; Hybrid; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Flexible & hybrid working arrangements

Salary packaging plus insurance and an

Annual salary review & annual review

Annual training budget & LinkedIn学习许可

Employee Assistance Program

Diversity & inclusion

Additional leave & purchased leave

Novated lease & retail discount

Monthly Friday afternoons off

Job summary

MSF Australia in Sydney is seeking a Supporter Relations - Donor Facing Officer to deliver donor services and manage inquiries, refunds, and cancellations, as part of the Engagement team. You will be the first contact for donors and the public, providing accurate data entry, compliance with PCI-DSS, and opportunities to improve donor experiences.

The role offers hybrid work, training, and a supportive mission-driven environment.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Call centre experience

Customer service

CRM systems

Tools

Salesforce

Job description

MSF Australia in Sydney is seeking a Supporter Relations - Donor Facing Officer to deliver donor services and manage inquiries, refunds, and cancellations, as part of the Engagement team. You will be the first contact for donors and the public, providing accurate data entry, compliance with PCI-DSS, and opportunities to improve donor experiences.

The role offers hybrid work, training, and a supportive mission-driven environment.