Customer Services Associate, GS6, Kuala Lumpur, Malaysia #94998
Job no: 551796
Contract type: Fixed Term Appointment
Duty Station: Kuala Lumpur
Categories: Fund Raising
UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.
Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.
And we never give up.
For every child, hope
How can you make a difference?
The position of Donor Care Associate at the GS-6 level in the Malaysia Country Office, in the section of Private Sector Fundraising & Partnerships, reports to the Customer Service Officer, who is at the NOA level.
Summary of key functions/accountabilities:
- Responsible for Performance Monitoring of Donor Care Team
- Responsible for Donor Care Quality Assurance
- Responsible for facilitating training and improvement plan for the Donor Care Team
1. Responsible for Performance Monitoring of Donor Care Team
- Responsible to monitor performance against agreed targets and establish a high quality of Donor Care Team by conducting quality assurance audits, analyzing results, and providing coaching.
- Responsible for the overall performance of quality monitoring and managing performance of donor services team KPI’s.
- Assist NOA Customer Service Officer to manage the Donor Care function to always deliver the highest level of donor satisfaction in managing donor’s queries and requests.
- Work closely with Private Fundraising and Partnerships Team (PFP) whenever relevant.
- Perform other reasonably related duties as assigned by Customer Service Officer.
2. Responsible for Donor Care Quality Assurance
- Develop, establish, and maintain quality assurance standards, guidelines, and procedures, to ensure quality interactions between Donor Care Team and donors across all communication channels which include phone, emails, webchat, and social media to support organization’s goals and objectives.
- Support and assist NOA Customer Service Officer to manage and lead a team of QAs and drive initiatives that improve the donor service team capability.
- Responsible for establishing a quality assurance system that promotes donor satisfaction.
- Use all available reports to compile and track performance at department, team, and team member level. Prepare analysis, trends, and exception reporting for improving quality assurance mechanism.
3. Responsible for facilitating training and improvement plan for the Donor Care Team
- Give training to team members about the quality guidelines, expectations, and measurements.
- Prepare training module for the Donor Care Team day-to-day work and assignment.
- Preparing quiz for the Donor Care Team knowledge improvement.
To qualify as an advocate for every child you will have…
- Completion of secondary education is required, preferably supplemented by technical or university courses related to the field of work.
- A minimum of 6 years of Customer Service experience.
- Knowledge of Quality Assurance and training facilitator is an advantage
- Proven soft skill and customer service availability
- Fluency in English is required
- Knowledge of another official UN language (Arabic, Chinese, French, Russian or Spanish) or a local language is an asset
For every Child, you demonstrate...
UNICEF's values of Care, Respect, Integrity, Trust, and Accountability (CRITA).
The UNICEF competencies required for this post are...
- Demonstrates Self Awareness and Ethical Awareness (1)
- Works Collaboratively with others (1)
- Builds and Maintains Partnerships (1)
- Innovates and Embraces Change (1)
- Thinks and Acts Strategically (1)
- Drive to achieve impactful results (1)
- Manages ambiguity and complexity (1)
To view our competency framework, please visit here.
UNICEF is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of the organization.
UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF also adheres to strict child safeguarding principles. All selected candidates will be expected to adhere to these standards and principles and will therefore undergo rigorous reference and background checks. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check.
UNICEF’s active commitment towards diversity and inclusion is critical to deliver the best results for children.
UNICEF appointments are subject to medical clearance. Issuance of a visa by the host country of the duty station, which will be facilitated by UNICEF, is required for IP positions. Appointments may also be subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (COVID). Government employees that are considered for employment with UNICEF are normally required to resign from their government before taking up an assignment with UNICEF. UNICEF reserves the right to withdraw an offer of appointment, without compensation, if a visa or medical clearance is not obtained, or necessary inoculation requirements are not met, within a reasonable period for any reason.
Advertised: Singapore Standard Time
Deadline: Singapore Standard Time