Supporter Relations - Donor Facing Officer

Doctors Without Borders; Sydney; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Flexible & hybrid working arrangements

Salary packaging & insurance benefits

Annual salary review & performance

Annual training budget & LinkedIn学习许可

Employee Assistance Program

Diversity & inclusion culture

Additional leave & purchased leave

Novated lease & retail discounts

Friday afternoons off

Job summary

Doctors Without Borders (MSF) Australia is seeking a Supporter Relations - Donor Facing Officer to handle inbound donor inquiries and provide high-quality service. You will manage donations, refunds and cancellations, ensuring accurate data entry and compliance while supporting the fundraising team.

As the first point of contact for donors and the public, you will retain supporters, uphold PCI-DSS standards, and collaborate across MSF operations.

Qualifications

• Experience in a call centre or donor-facing customer service role preferred.
• Solid computer literacy with CRM systems experience.
• Excellent written and verbal communication and ability to manage competing priorities.

Responsibilities

• Respond to donor inquiries via phone, email and mail; resolve issues and cancellations.
• Enter data accurately and ensure PCI-DSS/compliance in donor interactions.
• Build positive relationships across MSF Australia and New Zealand teams.
• Participate in coaching and professional development sessions.

Skills

Customer service experience

CRM systems

Salesforce experience

Attention to detail

Communication skills

Tools

Salesforce

Job description

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 MSFAustralia

• 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!

Responsibilitiesof 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] ***************@sydney.msf.org