UNICEF works in some of the world's toughest places, to reach the world's most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.

Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.

And we never give up.

For every child, wellbeing

The UNICEF Serbia PSP plan for focuses on ambitious targets for the income growth both from the individuals and the business sector.

Pledge income growth represents a strategic focus of the office.

The total pledge income in 2024 is planned to reach US$ 1.6M, while restricted income is planned to reach US$ 1.015 M.

A contractor will be engaged by UNICEF Serbia, to support implementation and usage of new CRM tool (Sales Force) and to perform inhouse activities related to the system, but overall donor care and stewardship through meaningful contact and donor solicitation through telemarketing activities.

The contractor will conduct telemarketing activities as a pillar for UNICEF's donor recruitment and donor value maximization activities. The contractor will help in improving the overall telemarketing efficiency, and Return on Investment, to overachieve (baseline) targets.

How can you make a difference?

Scope of Work/Objectives:
\- Contact private individuals by telephone in order to recruit/convert new donors, thank for support, welcome to pledge program, obtain missing donor information for our records and/or handle any donor questions, concerns or issues in a timely manner.

\- Build donor trust and loyalty through consistent and meaningful contact, providing high level of customer care service which will engage and motivate donors.

\- Perform data file reviews; database maintenance; recording of responses; general coding; tracking; data entry; translations; transcriptions, etc.

Work Assignment Overview
1\.

Performing telemarketing activities for individual pledge and cash donors for all purposes:
thank you calls, welcome calls, conversion calls, confirmation calls, reactivation calls, proactive saving calls, upgrade calls etc.

2\. Building report with existing pledge and one-off donors through telemarketing activities: contacting donors for updating their personal, contact or gift data; making calls of appreciation regardless of the ongoing campaigns; sharing informational pieces with donors;

3\. Supporting execution of retention campaigns (such as pledge reactivation campaigns) as planned.

4\. Assisting in Pledge Confirmation calls.

Conditions to be qualified for payment:
\- The Individual giving Telemarketing Contractor will work full time and as per the agreed plan with the supervisor.
\- Only completed processes, defined by Performance indicatotors, will be acknowledged for full monthly salary.
\- The Individual giving Telemarketing Contractor are obliged to regularly learn about recent campaigns and initiatives via UNICEF web site and sharepoint that is available for the telemarketing contractors.

To qualify as an advocate for every child you will have...
\- High school or college degree in Humanities, communications, Marketing/business
\- minimum 2-years work experience in telemarketing or/and in customer relations
\- previous experience in fundraising campaigns
\- exceptional communication (written and verbal), listening and presentational skills
\- very good interpersonal skills; ability to easily build rapport with donors
\- understanding of fundraising principles
\- knowledge of sales and marketing principles and strategies
\- general understanding and knowledge of database systems
\- good analytical skills, with high attention to detail
\- proficiency in MS Office package
\- proficiency in English and fluency in Serbian

Preferred:
\- previous working experience within one of the UN agencies
\- familiarity with UNICEF's programs and activities in Serbia and globally

For every Child, you demonstrate...
UNICEF's values of Care, Respect, Integrity, Trust, Accountability, and Sustainability (CRITAS).

To view our competency framework, please visit [here]).

UNICEF is here to serve the world's most disadvantaged children and our global workforce must reflect the diversity of those children.

[The UNICEF family is committed to include everyone]), irrespective of their race/ethnicity, age, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, or any other personal characteristic.

UNICEF offers [reasonable accommodation]) for consultants/individual contractors with disabilities. This may include, for example, accessible software, travel assistance for missions or personal attendants.

We encourage you to disclose your disability during your application in case you need reasonable accommodation during the selection process and afterwards in your assignment.

UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination.

UNICEF also adheres to strict child safeguarding principles.

All selected candidates will be expected to adhere to these standards and principles and will therefore undergo rigorous reference and background checks.

Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check.

Remarks:
Only shortlisted candidates will be contacted and advance to the next stage of the selection process.

Individuals engaged under a consultancy or individual contract will not be considered "staff members" under the Staff Regulations and Rules of the United Nations and UNICEF's policies and procedures, and will not be entitled to benefits provided therein (such as leave entitlements and medical insurance coverage).

Their conditions of service will be governed by their contract and the General Conditions of Contracts for the Services of Consultants and Individual Contractors.

Consultants and individual contractors are responsible for determining their tax liabilities and for the payment of any taxes and/or duties, in accordance with local or other applicable laws.

The selected candidate is solely responsible to ensure that the visa (applicable) and health insurance required to perform the duties of the contract are valid for the entire period of the contract.

Selected candidates are subject to confirmation of fully-vaccinated status against SARS-CoV-2 (Covid-19) with a World Health Organization (WHO)-endorsed vaccine, which must be met prior to taking up the assignment.

It does not apply to consultants who will work remotely and are not expected to work on or visit UNICEF premises, programme delivery locations or directly interact with communities UNICEF works with, nor to travel to perform functions for UNICEF for the duration of their consultancy contracts.

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