Donor Service Officer 捐款服務專員

無國界醫生是一個獨立的國際醫療人道救援組織，致力為受武裝衝突、流行病與傳染病和天災影響，以及遭排拒於醫療體系以外的人群提供緊急醫療援助。無國界醫生只會基於人們的需要提供援助，不受種族、宗教、性別或政治因素左右。無國界醫生台北辦公室目前正在招募1位對無國界醫生的宗旨及國際人道事務有興趣的捐款服務專員加入我們的團隊。

▌捐款服務專員
捐款服務專員負責提供高品質的捐款人服務，並執行準確且有效率的捐款行政作業，以支持無國界醫生（台灣）的募款策略。此職位透過即時、正確且具同理心的互動，維繫並深化捐款人關係，提升捐款人滿意度與長期支持度。同時，透過與捐款人的溝通蒐集洞察，優化溝通方式，使其與無國界醫生的使命與價值一致，進一步強化信任與連結。此職位亦需與內部團隊密切合作，推動服務品質與作業流程的持續改善。

▌主要工作內容：
- 高品質捐款人服務：透過電話、EMAIL或其他管道為無國界醫生（台灣）的捐款人與支持者提供即時、專業且具同理心的一線服務。
- 捐款處理與系統資料正確性：負責各管道捐款資料輸入、核對與更新，確保所有捐款處理流程正確、安全，並符合內部流程與資料保護相關規範。
- 募款活動與CRM系統支援：將捐款人回饋提供予募款及相關團隊作為服務與活動優化參考 ，成為捐款人與內部營運之間的橋樑。
- 報表與資料洞察：協助追蹤與整理捐款人服務相關指標與趨勢。
- 捐款人經營相關專案支援：支援捐款人相關活動，協助確保各項溝通內容與活動執行符合捐款人期待。

**此職位須配合組織對外服務時間，上班時間固定為9:00-18:00。

Médecins Sans Frontières (MSF) is an international, independent, medical humanitarian organization that delivers emergency aid to people affected by armed conflict, epidemics, natural disasters and exclusion from healthcare. We offer assistance to people based on need and irrespective of race, religion, gender or political affiliation. We have the following vacancy and are looking for a talented individual with a strong desire to contribute to humanitarian work and commit to the aims and values of MSF to join our team in Taipei.

▌Donor Service Officer
The Donor Service Officer delivers exceptional donor service and executes efficient donation administration processes in support of MSF Taiwan’s fundraising strategy. This role ensures prompt, accurate, and empathetic interaction with donors, reinforcing long-term engagement and contributing to donor satisfaction and loyalty. Additionally, the Donor Service Officer identifies donor insights during interactions and refines communication approaches to align with MSF's mission and values, enhancing donor connection and trust. The Donor Service Officer also supports internal collaboration and drives continuous improvement initiatives to optimize service quality and operational efficiency.

▌Major Responsibilities
- High-Quality Donor Services: Deliver responsive, consistent, empathetic, and professional first line service to MSF Taiwan donors and supporters.
- Donation Processing and System Accuracy: Ensure donation processing is accurate, secure, and aligned with internal procedures and data protection regulations.
- Operational Support to Campaigns and CRM Use: Facilitate the integration of donor feedback and expectations into campaigns and CRM system enhancements, acting as a bridge between donors and internal operations.
- Reporting and Data Insight: Support monitoring and analysis of donor service KPIs and trends.
- Ad-Hoc Support to Donor Engagement Initiatives: Ensure communication and campaign deliverables reflect donor expectations.

**This position is required to align with the organization’s external service hours, with fixed working hours from 9:00 a.m. to 6:00 p.m.

▌資格：
- 大學以上學歷。
- 至少2年以上相關工作經驗（如行政、資料輸入、櫃檯、客服、出納或相關領域）。
- 具非營利組織或金融機構捐款／付款處理經驗者尤佳。
- 曾於客服中心或客服專線工作，具高度服務導向與同理心。
- 具良好口語與書面溝通能力，能迅速理解需求並有效解決問題。
- 細心、準確度高，能在時限內處理大量與高度重複性的資料。
- 熟悉電腦操作，尤其是Excel與資料分析工具；具CRM或資料庫系統經驗者佳。
- 能獨立作業，同時具備良好團隊合作能力。
- 個性穩定、負責、可靠，具多工處理能力。
- 對無國界醫生的人道救援工作有高度興趣與認同。
- 具流利中文與基本英文能力。

▌Requirements
- University graduate.
- At least 2 year of relevant work experiences in business administration, data entry, teller, customer services or related background.
- Experience in donations or payments processing in non-profit organizations or financial institutions is highly preferred.
- Proven experience in call center service or hotline position with a strong service-oriented mindset and empathy.
- Excellent verbal and written communication skills, with the ability to quickly understand customer inquiries and resolve issues efficiently.
- Strong attention to detail and accuracy; capable of handling large volumes of data and highly repetitive tasks within established deadlines.
- Proficient in computer applications, particularly Microsoft Excel and analytical tools; experience with CRM systems or database management is an advantage.
- Able to work independently while also being a collaborative team player.
- Stable, responsible, and reliable personality with strong multitasking abilities.
- Strong interested in MSF’s humanitarian aid work.
- Proficient in Chinese and basic command of English.

請進入我們的招募網頁應徵。填入相關資訊，並附上英文動機信、中、英文履歷、預期薪資與最早可到職日期等資料。如申請人於遞交申請表後四星期內未獲邀約見，即可視作其申請不成功。所有收集的資料僅作招募用途，並會嚴格保密。如申請人於遞交申請表後四星期內未獲邀約見，即可視作其申請不成功。所有收集的資料僅作招募用途，並會嚴格保密。

無國界醫生致力於打造共融的工作文化環境，鼓勵並接納員工多元意見，我們歡迎所有性別、年齡、性向、國籍、種族、宗教信仰、能力及多元的人才加入團隊。

無國界醫生致力於建立保護（Safeguarding）文化；所有工作人員與社區在參與該組織的整個過程中皆感到安全和受到重視；所有人都知道在有疑慮時如何反映，並相信他們的意見會被傾聽和重視，且不會因此承受個人或職務上的負面影響。同時，組織在所有保障面向上力求採行最高的實務標準，而非僅為符合法規而滿足於最低標準。

本職務因工作性質需求，招募流程包含「性格特質測驗」，該測驗之目的在於評估應徵者與職務及團隊之適配度，且測驗內容不會包含「與執行工作無關之資訊」或要求提供隱私資料，測驗結果亦將嚴格保密並僅作為整體招募評估之參考依據之一，非唯一之錄取依據。應徵者需同意並完成相關問卷，方可進入後續甄選程序。

本基金會徵才時所收到之個人基本資料、照片、學經歷、自傳等資料，僅供本基金會人事招募之用。您的個人資料將受到嚴密保護，請參考我們的「隱私與個人資料保護政策」。

Please apply with a letter of motivation (in English) and full resume (in both English and Chinese) on our website. Applicants not invited for interview within 4 weeks may consider their applications unsuccessful. All information collected is solely for recruitment purposes and be treated in strict confidence.

At MSF, we are committed to an inclusive culture that encourages and supports the diverse voices of our employees. We welcome applications from individuals of all genders, ages, sexual orientations, nationalities, races, religions, beliefs, ability status, and all other diversity characteristics.

MSF adopts a safeguarding culture where personnel and communities are and feel safe and valued throughout their involvement with the organization, where individuals know who to go to with any concerns and are confident that they will be listened to and heard without personal or professional repercussions, and where the organization strives to adopt the highest standards of practice across all areas of safeguarding rather than setting for the minimum standard in order to be legally compliant.

Due to the nature of this role, the recruitment process includes a personality assessment. The purpose of this assessment is to evaluate the candidate’s fit with the role and the team. The assessment will not include any information unrelated to job performance, nor will it request private or sensitive personal data. The results will be kept strictly confidential and will be used only as one reference point in the overall recruitment evaluation, not as the sole basis for a hiring decision. Candidates must agree to and complete the assessment in order to proceed to the next stage of the selection process.

All personal information (photos, education and work experiences, letter of motivation etc.) received will be used solely for recruitment purpose. Your personal data will be strictly protected, please refer to our Privacy and Individual Data Protection Policy.