A Career Opportunity

UNICEF is the world’s farthest-reaching humanitarian organization for children. Across 190 countries and territories, and in the world’s toughest places, we work day in and day out to help children survive. To defend their rights. To keep them protected, healthy and educated. To give them a fair chance to fulfil their potential. Our work for every child relies entirely on voluntary support, including donations from generous Canadians.

Bilingual Donor Engagement Officer

(Contract 1-year; Full time; In Office; based in Toronto)

The Bilingual Donor Engagement Officer is responsible to provide inspiration and support through dynamic communications and engagement to our supporters / donors.  Some of the high-level responsibilities include building supporter confidence and trust in the UNICEF brand, increasing satisfaction with supporters through day-to-day exchanges and solutions as well as creating supporter loyalty in order to attain a long-term relationship through excellent donor servicing and interaction with other departments.  The position will also provide reception support to the Toronto Office.

The responsibilities of the position will include:

Customer Service (65%)

  • Perform inbound & outbound call management providing First Call Resolution 
  • Represent the UNICEF brand mission and values through verbal and written communication 
  • Utilize opportunities to cross promote programs 
  • Answer supporter / donor correspondence (mail, e-mail) 
  • Support acquisition & loyalty campaigns by cross promotion and upselling 
  • Build on partnerships and promotions by informing supporters about current initiatives 
  • Translate information / materials required for administration 
  • Transfer inquiries to appropriate UNICEF staff members 
  • Assists with follow-up correspondence/communication with donors.

Data Entry/Processing (25%)

  • Respond to supporter / donor inquiries regarding tax receipts, donation processing, order status, address changes, changes to monthly giving 
  • Accurately process donations in a timely manner as required 
  • Accurately process supporter orders as required 
  • Administrative duties as assigned 
  • Ensure that all training documentation is current and updated as required 
  • Recommends, implements and communicates procedural changes to improve donor administration

Reception Support (10%)

  • Welcome visitors and provide reception support 
  • Answer supporter questions & take donations from people coming to the Toronto Office

Working Conditions 

  • Primarily office based

Qualifications, Competencies & Skills

  • Secondary School Diploma 
  • Minimum 3 years of previous call centre / customer service experience 
  • MS Office (Word, Excel, PowerPoint, Outlook), Raiser’s Edge 
  • Excellent verbal and written communication skills in both English and French  
  • Excellent at multi-tasking and thrives in a fast-paced environment 
  • Strong time management skills 
  • Must be able to draft formal business correspondence and accurately enter information in various databases.  
  • Effective Listening Skills 
  • Proactive ability to problem-solve and effectively provide donors with customized solutions

Salary range: $48,000 - $51,500.

For consideration, please submit your resume and cover letter to careers@unicef.ca. Please attach your cover letter (including salary expectations) and resume as one document and reference “Bilingual Donor Engagement Officer” clearly in the subject heading. 

UNICEF Canada sincerely thanks all applicants for their expressed interest in this opportunity, however, only those selected for an interview will be contacted. 
Consistent with our Child Protection Policy, the successful candidate must receive clearance by a police background check, including a vulnerable sector screen.

UNICEF Canada is an inclusive workplace and is committed to championing accessibility, diversity and equal opportunity. Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the requirements for the position.