Donor Care Intern

About MSF

Doctors without Borders (MSF) is an international, independent, medical humanitarian organisation committed to two objectives: providing medical assistance to people affected by armed conflict, epidemics, healthcare exclusion, natural and man-made disasters, and speaking out about the plight of the populations assisted. MSF offers assistance to people based only on need and irrespective of race, religion, gender or political affiliation. Today, MSF is present in more than 70 countries, where thousands of MSF doctors, nurses, logisticians, water and sanitation experts, and other medical and non-medical professionals work together to bring essential health services to people caught in humanitarian crises.

The MSF SA Fundraising Team's mission is:
To inspire and engage the South African community to take action to save lives worldwide through financial support towards MSF projects. MSF SA’s fundraising department is responsible for raising private funding, predominantly from individuals, to support our humanitarian mission and our activities in the Southern African region.

Purpose of the job

The Donor Care intern at MSF Southern Africa (MSF SA) will be part of the retention and Loyalty team in the Fundraising department. Providing essential personal contact to donors and qualified prospects by handling customer service issues, facilitating donors’ queries, gift renewals, and upgrades and assisting in all retention activities. Providing quality care for inbound and outbound donor queries via online and offline while learning about fundraising and donor care.

Department: Fundraising

Reports to: Retentions Manager

The MSF SA Fundraising Team's mission is:

To inspire and engage the South African community to take action to save lives around the world though financial support towards MSF projects. MSF SA’s fundraising department is responsible for raising private funding, predominantly from individuals, to support our humanitarian mission and our activities in the Southern African region.

Job Overview

Reporting to the retention manager and working directly with the Donor Retention officer, the Donor care Intern will provide essential personal contact to donors and qualified prospects by handling customer service issues, facilitating donors’ queries and donation upsell & cross-sell requests.

Visions of the post

• By providing quality outbound and inbound care and services to all donor queries via both online and offline channels, mainly emails and telephone calls,
• Accurately capture and record all donor care requests and queries on the CRM.
• Work with the Donor Care team to archive annual team KPIs and improve donor efficiency.

We seek a proactive and efficient individual with outstanding interpersonal, oral and written communication skills, a strong work ethic and a commitment to confidentiality and high ethical standards. The Donor care Intern will be able to prioritize workload in a timely manner and translate donor requests and queries into the most efficient solution to improve MSF’s donor retention and loyalty objectives.  

The Donor Care Intern will have to be an individual with a passion for humanitarian causes, a strong customer service focus and excellent attention to detail. He or she should be highly computer literate with high-level oral and written communication and strong administration skills.

Key Learnings

The Donor care Intern will focus on the following learning areas:

• Customer care practical responsibilities and efficiency
• Customer Relationship system management experience and user administration.

KEY TASKS & RESPONSIBILITIES

1) Pro-active retention program

• Proactively communicate with regular and Occasional donors in a timely and appropriate manner to: thank/welcome them and systematically encourage increased levels of involvement.
• Work with the Donor Care team to implement the Relationship cycle for Active Regular Donors (RD), Occasional Donors (OC) and Pre-active Regular Donors.
• Ensure that each loyalty campaign is recorded in the database.

2) Re-active retention program

• Respond to all incoming enquiries and requests from current and prospective donors; update donors' profiles and details; cancel and request any information.
• Record each interaction with donors and update the donor profile accordingly.
• Ensure that all gifts are acknowledged with appropriate and timely correspondence.

3) Retention program: Admin and Reporting tasks

• Update MSF SA fundraising files, both paper and electronic, as required. Actively participate in and contribute to the Fundraising financial Audit process.
• Record information about individual donors on the CRM database.
• Actively participate in the MSF CRM database updating and customization to ensure that the database is answering to any retention activities needs, both for short term and long term activities.
• Work with the Donor care team to improve the KPIs of the retention and Loyalty programs.
• Related duties as assigned

REQUIREMENTS

Education

• Relevant tertiary qualification in Marketing, Business administration, Public Relations, Communications, etc…

Knowledge & Skills

• Proficiency with Microsoft Office, including Word and Excel, and a working knowledge of search functions for donor research purposes is required; experience working with donor databases is a plus.
• Organizational skills and ability to prioritize workload in a timely manner to complete an assignment when faced with many deadlines and competing requirements.
• Excellent verbal and written skills.
• Willingness to learn skills in coordinating and managing personalised Donor relationships.

Required Competence

• Passion for humanitarian causes.
• Interpersonal, oral and written communication skills.
• Strong work ethic.
• Ability to work flexible hours.
• Strong customer service focus and excellent attention to detail.
• Demonstrated creative thinking, with the ability to take initiative and the willingness to learn.

Personal attributes:

• Detail-orientated, deadline-driven and self-directed.
• Team-player.
• A natural curiosity about people is key.
• Confidence to show initiative.
• Tact, diplomacy, sound judgment, demonstrated commitment to professional ethics, and safeguarded donor confidentiality at all times.
• A positive mental attitude, persistence and desire to learn.
• Cross-cultural awareness.
• Results and quality orientation.
• Strong organization and multi-tasking skills, as well as the ability to work under deadlines and pressure at specific times.
• Adhere to the MSF principles and to our values: Respect, Transparency, Integrity, Accountability, Trust, and Empowerment.
• Adhere to the MSF Behavioural Commitments.

Remuneration and resources

• Resources such as working space, computer, internet, stationery, and other resources will be available.
• Monthly Stipend: R 5000
• 100% Medical aid contribution
• Transport allowance.
• Cell Phone Allowance

Click here to apply. 

Please note that only shortlisted candidates will be contacted.

MSF values diversity and is committed to creating an inclusive working environment. We welcome applications from all qualified candidates regardless of disability, gender identity, marital or civil partnership status, race, colour or ethnic and national origins, religion or belief, or sexual orientation and all other diversity characteristics.