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.

**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.

**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**
- 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 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 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** etc

**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 an