Bilingual Donor Relations Coordinator

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.

Location: Burlington HQ (Remote Candidates Welcome)

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, educate them by answering any questions and providing different options on how they can contribute to help different vulnerable communities globally. This position is responsible for providing superior customer service to our donors by responding to incoming inquiries via phone and/or email, and making outbound calls, supporting our ongoing marketing campaigns, etc. The hours for this role are between 9:00am - 5:00pm, EST - Monday to Friday. However, a successful candidate for this position will be required to work overnight and flex hours on weekdays and weekends in our busy seasons, based on a scheduled shift rotation.

Essential Duties and Responsibilities:

• Customer Service and Administrative

  • Respond to incoming phone and email inquiries in a timely manner

  • Manage all incoming and outgoing French inquiries

  • Document donor concerns and requests on our current management tool

  • Assign tasks related to incoming inquiries to relevant personnel within the organization

  • Follow up on incomplete tasks and complaints

  • Develop quarterly reports for outstanding requests and escalate to relevant departments

  • Contact donors with completed or failed payments to update their payment information any ongoing donations

  • Input pledges in donor database and follow up with donors with regards to their request post events

  • Manage and improve various ongoing processes under ownership in order to retain donors

  • Develop and execute a communication strategy through assessing retention patterns within developed metrics

  • Contribute to our various campaigns through processing donations accurately

  • Log daily mail on the mail log

  • Update invalid donor entries on Raiser's Edge

  • Complete any other Ad hoc tasks assigned by the donor care manager

• Reporting and Other tasks

  • Manage the documentation and reporting related to individual campaigns

  • Educate the donors by sending any donor stewardship reports related to different projects after our campaigns to build and maintain donor relations

  • Any other Ad hoc tasks assigned by the donor care manager, and/or team lead

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 (mail merge)

• Proficient written in English and French (oral and written)

• Is able to prioritize and reprioritize to meet donor needs, stay organized and meet deadlines as set

• Requires strong attention to detail with the ability to perform tasks with accuracy in the absence of supervision

• Manages 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

• Experience with Raiser's Edge is an asset; ability to learn new databases quickly

• Must be eligible to work in Canada

• Available to work flexible hours, additional as required

Starting Salary:

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.