Customer Relations Coordinator based in Songinokhairkhan

With 75 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.

Come join our 31,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!

Key Responsibilities:

You will resolve any issues that arise to ensure customers are satisfied with the Mongolians to Mongolians (M2M) program. In this role, you should be an excellent communicator who can grasp customer needs and brainstorm ways to fulfill them. If you also have a background in customer service and knowledge of our community-led, child sponsorship program, we’d like to meet you.

KEY RESPONSIBILITES

Relations with donors and individuals (45%)

• Building and maintaining profitable relationships with key customers.
• Develop knowledge and understanding of key customer individual needs and address these.
• Collaborate with internal teams e.g. acquisition, retention, and marketing specialists in the organization to address customer’s needs strategically. Expanding the customer base by upselling and cross-selling.
• Resolving customer complaints quickly and efficiently. Handle and resolve customer complaints/inquiries via mail or phone in a timely and accurate manner.
• Contact customers regarding contract cancellations to determine the cause and possible corrective measures.
• Keeping customers updated on the latest information in order to increase funding.

Relations with community

• Ensure effective communication about World Vision’s identity, mission, vision, values, and development programming approach. This includes Mongolians to Mongolians initiative as integrated within the broader community engagement process.
• Develop and maintain a strong understanding of the local context, including government perspectives and plans, ensuring all voices are heard, especially those of children and youth, including the most vulnerable. 
• Mobilize and support the creation, mobilization, and strengthening of community groups, volunteers, and potential partners, which catalyse community engagement to improve child well-being.
• Facilitate key individual customer or organization donors’ visits and make sure the visiting customers are well attended to and get wide exposure and a positive impression from a visit.

Integrated Sponsorship Management (40%)

• Coordinate all the sponsorship work (new growth, replacement, all correspondences, Gift Notifications, requests and inquiries from sponsors, etc.) at the project level.
• Manages APR and Greeting card process and its reporting. 
• Have a proper Sponsorship filing system for programs and children at the project level and community level. Files are kept in order and archived accurately.
• Maintain a good relationship with RC and their families through the implementation of Children and Adults Participatory Clubs and Voluntary Groups.
• Evaluate and reflect on lessons learned as the Sponsorship work at the target area at least once a year.

Support critical awareness in the community’s response to the well-being of children and other vulnerable groups and ensure participation of these groups in community development processes.

Others (15%)

• Facilitate and support key community meetings and workshops designed to explore and identify key priorities and ways to contribute wisely to child well-being.
• Provide new initiatives and ideas for raising funds, doing public awareness, and advertising.
• Develop the Individual Change Story for marketing purpose based on the promising practices of project interventions.
• Prepare evidence to consolidate project monthly and quarterly accomplishment reports for management review and feedback.

Conduct business reviews and analysis using software e.g. SIMMA, PowerBi, and HORIZON once a quarter

KNOWLEDGE, SKILL AND EXPERIENCE

• Bachelor’s degree in social science and development or another related field

·        At least three years of relevant experience, including development facilitation, community engagement and or customer relations.

• Candidates with background knowledge and experience in community-based, child-focused empowerment programs and or charity marketing would be an advantage.
• Excellent interpersonal and communication skills.
• Proficient in all Microsoft applications.
• A team player with supportive skills.
• Maintain a positive attitude focused on customer satisfaction.

Required Language(s): Intermediate or Upper-Intermediate in English

Required travel and/or work environment accommodations: Willingness to be flexible with hours when necessary and able to travel often in the field (40% of the time).

Preferred Experience,  Knowledge and/or other Qualifications

At least three years of relevant experience, including development facilitation, community engagement and or customer relations.

• Candidates with background knowledge and experience in community-based, child-focused empowerment programs and or charity marketing would be an advantage.
• Excellent interpersonal and communication skills.
• Proficient in all Microsoft applications.
• A team player with supportive skills.
• Maintain a positive attitude focused on customer satisfaction.

Applicant Types Accepted: