Yayasan Plan International Indonesia is presently implementing its country strategic 4 (CS 4) covering fiscal year 2017 to 2022, where the country objective has been defined as “to identify and facilitate the removal of obstacles that prevent children from enjoying their rights and participating fully in Indonesian society”. The organisation’s purpose is to “strive for a just world that advances children’s rights and equality for girls”. This goal will be achieved by providing technical support and implementing quality programs and projects through partnership. An effective and efficient communications strategy is a must for Plan Indonesia to share the outcomes of these projects to influence different actors, specially state authorities and to position Plan’s profile within and outside at different levels – starting from community, sub district, district to national, regional and international levels. Yayasan Plan International Indonesia invites highly competent, experienced and committed professionals to fill the following position :
- Supporter relation in a pleasant and professional manner.
- Handle incoming request from donors as per standard procedures.
- Thoroughly and efficiently gather donor information, access, and fulfil donor inquiries.
- Attracts potential customers by answering and service questions.
- Service problems by clarifying the complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Responsible for welcoming and verifying data from regular giving donor.
- Given advice to the Individual Fundraising/supporter relation team as to what program/communication strategies can be used for building long-term relationships with donors to generate maximum lifetime value and retention.
- Collaborated with the other fundraising unit to aid successful fundraising and achievement of campaign objectives.
- Support the Supporter Relation Manager preparing and ensuring administration and financial support document of project activities according to the implementation and expenditure.
- Support the Supporter Relation Manager to oversee and administer the day-today activities of the donor retention program; follow the policies, procedures, and systems of Yayasan Plan International Indonesia which ensure productive and efficient office operation.
KEY RELATIONSHIPS
Internal
- Supporter Relation Manager: direct report, supervision, provide technical support, mentoring, and capacity building.
- Face to Face Fundraising: Coordinate for daily verification donor form
- Digital Fundraising Specialist: Coordinate for donor digital campaign
- Finance and Admin: coordinate for admin and financial process
External
- Donor
- Bank for enrol donor’s data
- Vendor for courier service
TECHNICAL EXPERTISE, SKILLS AND KNOWLEDGE
- Bachelor's Degree or minimum 3 years’ experience in customer service or contact centre or related environment.
- Working experience in Fundraising area/Supporter Service Area will be an advantage
- Demonstrated knowledge of Excel and Word; familiarity with fundraising databases
- Good communication skills (written and verbal) in English and Indonesian language
- Deep knowledge of donor relations and stewardship
- Ability to speak and to listen
- Ability to deal with difficult supporters and respond professionally to complaints and queries.
- High level of customer service skills.
- Systematic approach to task and organizing skills
- Customer service and relationship building experience
- Outgoing personality and ability to initiate and enjoy direct communication with donors and potential donors; customer-service orientation;
- Highly motivated and energetic, ability to show initiative and work independently;
- Interpersonal skills and the ability to work well with all levels of internal management and staff, as well as outside clients and vendors;
- Ability to handle diverse, simultaneous tasks, meet deadlines, and attend to follow-through;
PLAN INTERNATIONAL’S VALUES IN PRACTICE
We are open and accountable We create a climate of trust inside and outside the organisation by being open, honest and transparent. We hold ourselves and others to account for the decisions we make and for our impact on others, while doing what we say we will do.
We strive for lasting impact We strive to achieve significant and lasting impact on the lives of children and young people, and to secure equality for girls. We challenge ourselves to be bold, courageous, responsive, focused and innovative.
We work well together We succeed by working effectively with others, inside and outside the organisation, including our sponsors and donors. We actively support our colleagues, helping them to achieve their goals. We come together to create and implement solutions in our teams, across Plan International, with children, girls, young people, communities and our partners.
We are inclusive and empowering We respect all people, appreciate differences and challenge inequality in our programmes and our workplace. We support children, girls and young people to increase their confidence and to change their own lives. We empower our staff to give their best and develop their potential.