Bilingual Customer Service Representative - BUMP Group

BUMP provides secure charitable lottery and fundraising platform solutions to most recognizable professional sports foundations and well-known and distinguished not-for-profits across North America. Our Mission is to be the most valued partner to charities and not-for-profits, providing fundraising products, services, and creativity, with the goal to maximize charitable revenue. Our Vision is to be the world's leader in fundraising solutions helping our partners significantly change people's lives and communities for the better.

At BUMP we seek long-term relationships with our employees and recognize and reward them with a competitive total compensation package that includes:

• An industry-leading defined contribution pension plan with company matching contributions (up to 5%) and payment of service fees;
• Best-in-class health, medical, and life insurance benefits;
• Access to virtual and telehealth services and apps; and
• Very progressive fertility, adoption, and surrogacy benefits to support all definitions of family.

Internal Job Title: Bilingual Customer Support Representative

Job Type: Permanent, Full-Time

Job Location: Ottawa, ON (18 Auriga Drive)

Work Model: Hybrid (3 days/week on-site)

Job Status: Existing vacancy

Position Summary

The Bilingual Customer Support Representative will be responsible for handling incoming calls and emails, providing prompt and professional assistance to customers. Reporting directly to the Call Center Manager, you will address customer inquiries, resolve issues, and ensure a positive experience with each interaction. You will also follow established processes and standards to maintain efficient workflow and contribute to the overall success of the team.

The ideal candidate will demonstrate excellent communication skills, adaptability, and a commitment to delivering high-quality service in a fast-paced environment.

Responsibilities

• Answer incoming calls promptly and professionally, ensuring customer inquiries are addressed efficiently and courteously.
• Resolve customer concerns by actively listening, identifying issues, and providing effective solutions to ensure satisfaction.
• Troubleshoot customer problems related to products or services, offering guidance and step-by-step assistance as needed.
• Coordinate the processing and shipment of winner prizes, ensuring all recipients receive their awards accurately and on time.
• Adhere to established operational procedures and standards to maintain a consistent workflow and deliver an exceptional customer experience.
• Document all customer interactions, including inquiries, issues, and resolutions, in the appropriate systems for future reference.
• Participate in ongoing training sessions to stay informed about products, services, and best practices for customer interactions.
• Collaborate with team members and management to share insights and contribute to the continuous improvement of call center operations.
• Support the overall goals of the organization by assisting colleagues and contributing to a positive, team-oriented work environment.
• Various other duties and responsibilities

Minimum Qualifications

• Legally eligible to work in Canada
• Fluent in English and French (speak, read, write)
• High school diploma
• Basic proficiency in O365 (Outlook, Word, Excel, Teams, SharePoint)
• Excellent interpersonal, organization and time management skills
• 1+ year of experience in a customer service or support position
• Able to work outside of standard business hours (evenings, weekends, holidays) as required
• Able to pass a CBN background check

Preferred Qualifications

• College diploma
• Exposure to Shopify’s e-commerce platform
• Exposure to CRM platforms and reporting tools

Equal Opportunity Statement

Our organization is committed to employment equity and diversity in the workplace. We actively encourage applications from women, Indigenous Peoples, persons with disabilities, members of visible minorities, and LGBTQ2+ individuals.

We are dedicated to removing barriers and fostering an inclusive workplace that reflects society and we are committed to providing an accessible and inclusive recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA).

If you require accommodation at any stage of the hiring process, please contact us at [email protected] so that appropriate arrangements can be made.

AI Use in Recruitment Statement

As part of our commitment to transparency and fairness in hiring, we disclose that artificial intelligence (AI) tools may be used at certain stages of our recruitment process. These tools assist in tasks such as resume screening, candidate matching, and interview scheduling. All AI-assisted decisions are subject to human oversight to ensure fairness, accuracy, and compliance with applicable laws.

We are committed to the responsible, transparent, and accountable use of AI, in alignment with Ontario’s Responsible Use of Artificial Intelligence Directive and the requirements under the Working for Workers Four Act. This includes taking steps to mitigate bias, protect candidate privacy, and ensure that AI does not unfairly influence hiring outcomes.

If you have questions or concerns about how AI is used in our hiring process, please contact us at [email protected] .