Job Description

About MSF:

Doctors without Borders (MSF) Southern Africa is a global network of principled professionals who specialise in medical humanitarian work driven by our common humanity and guided by medical ethics. We work together in teams, small and large, to respond to the medical needs of people affected by conflict, disasters, epidemics and those excluded from healthcare.



Doctors Without Borders team members are on the ground, working directly, every day. We bear witness and describe what is happening, to raise awareness about the experiences of the people we assist and the situations where we work. We alert the public to emerging crises, acute emergencies and serious challenges, such as lack of access and exclusion from healthcare - and to mobilise support for MSF's work and social mission, provoking change.



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. MSF South Africa is in Johannesburg with an office in Cape Town too. MSF SA is governed by the MSF Southern Africa Association, which is made up of more than 300 members from seven countries in the region.

The MSF SA Fundraising Team 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.

Purpose of the job:

The Donor Care intern at MSF Southern Africa (MSF SA) will be part of the retentions 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, 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 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 Retentions manager and working directly with Donor Retention officer, 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 but not limited to. Accurate capturing and recording all donor care requests and queries on the CRM. Work with the Donor Care team to archive annual team KPIs and improving donor efficiency.


We are looking for a proactive and efficient individual with outstanding interpersonal, oral and written communication skills, strong work ethic and a commitment to confidentiality and high ethical standards. The Donor care Intern will have the ability to prioritize workload in a timely manner, 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 passion for humanitarian causes, strong customer service focus and excellent attention to details. He or she should be highly computer literate with high-level oral, 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 Task and 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 enquires and requests from current and prospective donors; updating donors profile and details, cancellation, request for any types of 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, as required, MSF SA fundraising files, both paper and electronic. Active participation and contribution to the Fundraising financial Audit process. Record information about individual donors on CRM data base. 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 KPIs of the retention and Loyalty programs. Related duties as assigned

Requirements

Education:

Relevant tertiary qualification in

Marketing, Business administration, Public Relations, Communications

and other related study.

Knowledge & Skills:

Proficiency with Microsoft Office, including Word and Excel, and a working knowledge of search functions for donor research purposes; experience working with donor databases 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 and demonstrated commitment to professional ethics and safeguarding 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 and 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 needed such as working space, computer, internet, stationery, and other resources will be made available. Monthly Stipend:

R 5000.

100% Medical aid contribution. Transport allowance. Cell Phone Allowance.

Commitment:

Length of commitment: 12 months

Closing date: 28 | February | 2025

Starting date: 1 | June | 2025

Please note that only shortlisted candidates will be contacted.

NB: Information

The protection of your personal data is important to MSF SnA. By submitting your application, you consent to MSF using your personal data only for the recruitment process to have all the information and documents necessary to proceed with the recruitment, validation of your application and selection of the most suitable candidate. Your personal data will be treated confidentially. MSF SnA will not use your personal data in any other way not foreseen for purposes of recruitment.






MSF values diversity and is committed to create 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.



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