Donor Relations Administrator

Islamic Relief Canada; Burlington; On-site; CAD 51,000 - 59,000; Full time

Job summary

A nonprofit organization is looking for a candidate to join their team in Burlington for a 6-month contract. The successful candidate will provide excellent donor care, addressing inquiries through phone, email, and live chat while collaborating with internal teams. Essential qualifications include 1-2 years of customer service experience, proficiency in English and French, and a willingness to work flexible hours, including evenings and weekends. The starting salary is set at $51,000.00.

Qualifications

• 1-2 years of experience related to customer service and data management.
• Proficient in English and French, both oral and written.
• Willingness to work flexible hours, including evenings and weekends.

Responsibilities

• Respond to donor inquiries through phone, email, and live chat.
• Process donations and refunds accurately.
• Collaborate with internal teams to enhance donor experience.

Skills

Customer service experience

Data management

Bilingual (English and French)

Problem-solving skills

Attention to detail

Education

Post-Secondary Education; University degree preferred

Tools

MS Excel

Gmail

Job description

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.

Position Type: 6-Month Contract

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 delivering superior donor care across inbound and outbound calls, chat, and email interactions, while also supporting fundraising and marketing campaigns.

Although the standard operating hours are 9:00am–5:00pm EST, Monday to Friday, the successful candidate must be available to work flexible shifts—including evenings, overnights, weekends, and 24-hour rotational shifts during Ramadan and other peak seasons—based on an established schedule.

Essential Duties & Responsibilities

• Respond promptly and professionally to donor inquiries through phone (inbound/outbound), email, 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 outbound chase calls following events to complete pledges or resolve failed or incomplete transactions.
• 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.
• Able to work flexible hours, including evenings, weekends, overnights, and extended schedules during Ramadan and peak seasons.

Starting Salary

$51,000.00

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.