✨ AI Summary
The Donor Relations Representative is responsible for providing best-in-class donor service, overseeing the donor journey within the donation center, and managing all communications. This role involves working with donation center staff, resolving donor complaints, improving donor service, and maintaining donor satisfaction. The representative will act as the CRM champion for the donation center, engaging donors, responding to inquiries, and implementing donor retention and loyalty programs. Key responsibilities include coordinating the donor journey, managing leads, following up with the call center, sending donor reminders, tracking complaints, conducting satisfaction surveys, and performing administrative tasks. The ideal candidate holds a Bachelor's Degree, has at least 3 years of experience in customer service and sales, and is proficient in Microsoft Office and CRM applications. Strong communication, interpersonal, critical thinking, problem-solving, analytical, time management, conflict management, and teamwork skills are essential. Fluency in English and Arabic is required.
Requirements
Bachelor's Degree in a related field with a minimum of 3 years of experience in customer service and sales. Proficiency in Microsoft Office applications and CRM applications. Strong communication, interpersonal, critical thinking, problem-solving, analytical, time management, conflict management, and teamwork skills. Very good written and spoken English and Arabic.
Description
About The Job Donor Relations RepresentativeJob objectiveDonor Relations Representative is responsible for ensuring the best-in-class donor service. He/ she shall oversee the donor journey inside the donation center as well as all the communications in between donation visits. He/ She shall work with donation center staff, assists them in resolving donors complaints, improving donors service, and maintaining satisfied donors. Donor Relations Representative shall be the donation center champion for the donor CRM system; engaging the donors, respond to their inquiries and keep them updated. Heshe oversees the implementation of donor retention and loyalty programs. Heshe shall work generated leads for conversion, follow up on call center and other marketing activities within the donor recruitment area for the donation center. Donor Relations Representative is responsible for donation center administrative work as assigned by the direct managers.Key responsibility Serve as a point of contact for donor affairs in the donation center. Coordinate and organize the donor journey inside the donation center. Donor Center CRM champion: approve & follow up on appointments, generated leads, announcements and reminders. Oversee the implementation of Donor retention and loyalty programs within the donation center. Follow up on generated leads from the landing page: contacting leads and keep appointments. Coordinate and follow up with the call center for leads conversion, donors enquires and complaints. Send daily reminders for regular donors (next donation date). Track and follow up donors complaints. Conduct and analyze Donor satisfaction surveys. Coordinate the donor journey inside the Donation Center for time and efficiency. Keep the Donor Center appointments calendar updated. Proactively anticipate obstacles and propose solutions for better donor service. Maintain a proper and presentable donation center. Carry out administrative work as assigned by the direct managers and keep the proper documentation system to the related activities and duties.Academic Experience Required Bachelor s Degree in related fields and requires a minimum of 3 years of related experience in customer service and sales.Computing skills Proficiency in all Microsoft Office applications, and CRM applications.Personal skills Outstanding communication skills. Strong Interpersonal skills. Maintain a positive attitude focused on customer satisfaction. Critical thinking and problem solving. Analytical. Time management. Conflict management Teamwork.Languages Very Good written and spoken English and Arabic.