Manage high performing Customer Service team in delivering the following KPIs: (45%) Deliver a minimum Cancellation “Save” Rate of 17% and increasing this rate by 2% year on year. Deliver a minimum of 30% Effective Call Rate for Reject Calls and increasing this rate by 5% year on year; and measuring the Donor Attrition after Calls. Manage delivery of Donor on-boarding programme including measuring Donor Satisfaction level; seeking feedback on various fundraising campaign and or fundraisers. Recommend and implement modifications to database customer service modules for better data collection, tracking and increased efficiency for various customer service areas. Implement and support of new channel development in the areas of customer service delivery, eg recommending most suitable processes in delivering donor on-boarding communication. Managing case escalations and ensure all cases are closed within 24 hours. Manage and measure performance of individual customer service team members with the aim for individual team members delivering minimum KPIs. Developing and maintaining performance appraisal structure to ensuring team members are sufficiently motivated. Enlisting relevant assistance from various internal teams and external party/ies to support various Customer Service areas. Manage the customer service function to deliver the highest level of donor satisfaction and donation payment data at all times. (20%) Assist in data entry of donor profiles and donations and other matters that may arise. (15%) Work closely with Donation Processing Assistant and Database Management Assistant for other matters that may arise. (15%) Perform other reasonably related duties as assigned by Fundraising Specialist, Donor Management. (5%)

Kuala Lumpur