Customer Services Executive - Fundraising

Looking for a career with purpose? Calling all customer service-focused candidates to join an iconic charity! Perfect role to start your journey in the NFP space!

• Full-time permanent role, Sydney CBD office – easy commute with several transit options minutes away.
• Meaningful work, inspirational cause – customer service-driven candidates looking to build a career in the NFP sector, apply now!
• NFP salary packaging and hybrid work environment with incredible culture and career development opportunities.

The Organisation:Join one of Australia's leading not-for-profit organisations funding world-class cancer research.Role Summary:As the Services Executive, you will work as part of a friendly, and passionate team for a highly regarded charity – providing excellence in every interaction with donors.You will act as the first point of call for all inbound and outbound phone and email enquiries, you will be responsible for processing donations, liaising with finance to reconcile transactions, representing the brand to donors contacting the organisation and maintaining high-quality records in the CRM.
As a member of the Supporter Services team, you will play a key role in delivering donor retention programs and implementing donor care strategies in collaboration with the NBCF Fundraising Teams.Key Responsibilities:

• Provide excellent customer service to donors, and other external stakeholders as needed.
• Manage queries via inbound or outbound calls and provide solutions where possible.
• Creation and continuous improvement of call scripts and Frequently Asked question guides implemented for all inbound and outbound call scenarios.
• Processing donations from supporters, issuing letters, receipts, and certificates as requested.
• Update and record accurate information in the database for all communications.
• Support and thank donors across various campaigns.
• Track results and compile reports of all incoming and outbound donor communication and administration tasks.
• Assist in project work as agreed by your manager that improves efficiencies and streamlines processes across the Supporter Services and Fundraising teams.

The successful candidate will have:You will be proactive, positive, and have a natural flair for customer service and rapport building!

• Experience in a customer-service-oriented role, and the ability to build effective relationships with a variety of stakeholders.
• High-level written and verbal communication skills - the ability to communicate with a wide range of internal and external stakeholders.
• A positive, proactive approach to problem-solving.
• Intermediate skills in MS Office suite, ability to quickly pick up new databases/software.

Benefits:

• Gain experience in a well-known Customer Relationship Management system.
• Professional development opportunities: work with managers who recognise transferable skills and develop their employees.
• Rare opportunity to gain exposure from a top-performing NFP – you will have an opportunity to learn about various fundraising campaigns.