Customer Support Specialist

About the role

UNICEF is seeking a Customer Support Specialist to deliver high‑quality donor assistance while contributing to the continuous improvement of support processes. The role blends direct donor interaction with an operational focus, ensuring a consistent, donor‑centric experience across all channels.

Key responsibilities

• Respond to donor inquiries via email and phone promptly and professionally.
• Handle complex or sensitive donor cases, providing accurate diagnosis and effective resolution.
• Act as an escalation point for non‑standard issues, coordinating with internal teams.
• Track, prioritize, and follow up on donor requests using the CRM or ticketing system.
• Monitor recurring issues, donor feedback, and service metrics to identify improvement opportunities.
• Propose enhancements to workflows, templates, and knowledge resources.
• Collaborate with Customer Success, Marketing, and Operations to align support with organizational priorities.

Required profile

• Excellent written and verbal communication skills.
• Strong analytical mindset with the ability to interpret operational data.
• Experience handling sensitive customer or donor interactions.
• Proactive attitude toward process optimisation and continuous improvement.

Required skills

• CRM/ticketing system usage