Bilingual Donor Relations Administrator - Full Time

Islamic Relief Canada; Burlington; Hybrid; CAD 44,000 - 60,000; Full time

Job summary

Islamic Relief Canada is seeking a donor relations representative to provide exceptional service to donors via phone, email, and chat, processing donations, and supporting marketing campaigns. The role requires empathy, attention to detail, and the ability to work in a dynamic environment.

This position follows a hybrid schedule with in-office requirements based on distance from Burlington headquarters or regional offices (Surrey, Edmonton, Calgary, Ottawa); starting salary is $51,235.00 CAD,

Qualifications

• 1–2 years of experience in customer service and data management.
• Post-Secondary Education; University degree preferred.
• Proficiency in MS Excel is an asset.
• Proficient in English and French preferred.

Responsibilities

• Respond promptly and professionally to donor inquiries via phone, email, and live chat.
• Process donor donations and refunds accurately and efficiently.
• Strive to meet or exceed individual and team performance metrics.
• Collaborate with Finance, Technical Support, and Fundraising to provide timely resolutions.
• Contribute to campaigns by processing donations on different platforms.
• Make chase calls post-events to process pledges.
• Perform ad hoc tasks assigned by the donor relations manager.

Skills

Customer service

Data management

Multitasking

Problem solving

Bilingual (English/French)

Education

University degree

Tools

MS Excel

Gmail

Job description

Employee Type: Seasonal (Fixed Term) (Seasonal) Become a changemaker with Islamic Relief Canada! Join our team and work towards our mission to mobilize Canadians to transform more lives around the world in the most trusted manner.

About the Department: Join our dedicated Donor Relations Department, where compassion and excellence drive our mission. Our team is responsible for ensuring donors' inquiries and requests are answered promptly and efficiently through various communication channels. We manage the orphan sponsorship program and oversee the stewardship of water wells, ensuring that our donors feel connected and valued. Our goal is to create an exceptional donor journey, bridging supporters to the right holders by sharing updates and reports on orphan sponsorship and water well projects, and processing their donations seamlessly. By fostering strong relationships and providing detailed updates, we strive to make each donor's experience fulfilling and impactful.

Job Purpose: Islamic Relief's objective is to build and maintain trust with our donors through transparency of our programs, educating them by answering any questions, and providing different options on how they can contribute to help vulnerable communities globally. This position is responsible for providing superior customer service to our donors by responding to incoming inquiries via phone and/or email, making outbound calls, and supporting our ongoing marketing campaigns. The hours for this role are between 9:00am - 5:00pm EST, Monday to Friday. However, a successful candidate for this position will be required to work overnight and flex hours on weekdays and weekends during our busy seasons, based on a scheduled shift rotation.

Essential Duties & Responsibilities

• Respond promptly and professionally to donor inquiries via various channels, including phone calls, emails, and live chat.
• Process donor donations and refunds accurately and efficiently, adhering to established procedures and timelines.
• Strive to meet or exceed individual and team performance metrics, including response time and donor satisfaction ratings.
• Listen to voicemails and return calls.
• Collaborate with internal teams, such as Finance, Technical Support, and Fundraising, to respond to donor inquiries and requests, provide timely resolutions, and ensure a seamless donor experience.
• Contribute to various campaigns by processing donations on different platforms.
• Make chase calls post-events to process pledges.
• Perform any ad hoc tasks assigned by the donor relations manager and team leads.

Qualifications & Competencies

• 1-2 years of experience related to customer service and data management.
• Post-Secondary Education; University degree preferred.
• Proficiency in MS Excel is an asset.
• Proficiency with Gmail and select add-ons.
• Proficient (oral and written) in English and French (preferably).
• Ability to prioritize and reprioritize to meet donor needs, stay organized, and meet deadlines.
• Strong problem-solving and critical-thinking skills to assess donor needs and provide effective solutions.
• Patience, empathy, and a donor-centric mindset to handle challenging or upset donors with professionalism and composure.
• Strong attention to detail with the ability to perform tasks with accuracy in the absence of supervision.
• Positive attitude, willingness to learn, and a team-oriented approach to collaborate with colleagues and contribute to a positive work environment.
• Ability to balance accuracy and efficiency of work, and meet deadlines while multitasking.
• Works well independently and in a team environment with a diverse group of people.
• Basic mathematical skills required.
• Self-motivated, takes initiative, and has the ability to follow instructions.
• Available to work flexible hours, additional as required.

Hybrid Work Policy: IRC has a hybrid model where in-office requirements are based on distance from our Burlington headquarters or a regional office (Surrey, Edmonton, Calgary and Ottawa). Depending on where you live, this can range from two days a week to one day a month.

Commitment to Accessibility: Islamic Relief Canada is committed to providing inclusive employment opportunities. Accommodation requests are invited at all stages of IRC recruitment, hiring, and employment processes. We make every effort to provide reasonable accommodations in a timely manner. If you have any accommodation requests or questions regarding the hiring process, contact us at [e-mail] or 1-855-377-4673.

Starting Salary: $51,235.00 Please note: The posted starting salary is intended to provide potential candidates with a general understanding of the compensation associated with the position. The actual salary offered will start at this figure, with adjustments possible based on individual qualifications and other relevant factors.

Islamic Relief works with communities to strengthen their resilience to calamities, and we provide vital emergency aid when disasters occur.