Customer Service Coordinator

Customer Service Coordinator

Customer Service Coordinator
The Fundraising department aims to increase the growth and acquisition of new donors, and the loyalty of existing donors through different channels (face to face, door to door, direct mailings, telemarketing, online campaigns ...) to support nature conservation.

Your function

As Supporters Service Coordinator, you will contribute to this goal by offering our supporters a service of excellence to ensure their satisfaction and loyalty. You will also guarantee the reliability and the quality of our database while coordinating the Supporters Service teamwork. This function reports directly to the Head of Fundraising.

Your responsibilities

Coordinating our Supporters team:
Developing and coordinating all Supporters Service projects, and reporting to the Head of Fundraising on the team activities
For each team member, briefing on their role, responsibilities and individual objectives.
Sharing the knowledge obtained from contacts with donors, by actively collaborating with other departments. Use this collaboration to offer supporters a better service and to make the organization more responsive to the interests of donors.
Setting up innovative ideas to better organize the teamwork.
Taking the ownership of specific projects
Guaranteeing the high service& loyalty satisfaction level:
Answering calls and incoming emails and/or forwarding them to the right persons or department.
Controlling the selections files and personalization proofs for documents sent to supporters.
Ensuring the dispatch of various documents, within an agreed timeframe, to our supporters: welcome pack, members cards, administrative documents…
Enhancing and keeping all procedures up to date.
Providing complementary information from inside the organization to answer administrative or financial questions from our supporters.
Maintaining good contacts with external suppliers and partners.

Providing information to any questions related to WWF missions, campaigns and other activities:
Keeping yourself informed on the different WWF campaigns and field projects (Belgium and International)
Being aware of the different informative documents of the organization (Q&A, press release…)
Following the news related to the mission of the organization.

Feeding and updating the database.
Ensuring the good integration of external files (Web, F2F, etc) in the database.
Proceeding, in time, to the sending of financial documents (automation payments, fiscal attest…) together with the Finance department.
Making the necessary changes upon supporters or organization requests: SDD creation, SDD changes, addresses, reimbursement, etc

Being accountable for the follow-up of the KPI’s/dashboard of the Member’s team
Make a reporting, analysis and recommendations based on those KPI’s
Give support in terms of database (data quality)


Degree in relevant field preferred (Marketing, Economic Sciences, …)
Min 2 years+ professional experience in a Supporters or Customer Service environment
Problem solving orientated
Good at planning and organizing a team workload
Having a keen interest for project management
Great communication skills
Autonomous and great team player: you are a genuine motivator!
You like challenges, meeting deadlines, and can handle multiple priorities.
Good eye for details and you are not afraid to take initiatives.
Fluent in Dutch or French with a good command of the second national language, and English.
Passionate about conservation and the safeguard of our Natural World
Adheres to WWF’s values, which are: Courage, Integrity, Respect and Collaboration

We offer

A full-time, permanent contract
An attractive salary package for the sector including meal vouchers, group insurance, health insurance, 100% reimbursement of the costs of public transport ...
A flexible working environment adapted to COVID restrictions: either from home with all the ad hoc IT equipment, or in our pleasant office in the heart of Brussels, easily accessible by public transport
Our policies and benefits reflect the importance of people being able to have a good work-life balance and being able to bring their ‘full self’ to work
The opportunity to contribute to the mission of WWF and to share our values that will be embedded in your work and behaviours
Interested? Send your updated CV and cover letter through this link before 3rd September 2021!

WWF is an equal opportunity employer and committed to having a diverse workforce. This job posting summarizes the main duties of the job. It neither prescribes nor restricts the exact tasks that may be assigned to carry out these duties. Management reserves the right to review and revise this document at any time.