Customer Support Specialist II - Dental

Job description

Join Teleperformance – Where Excellence Meets Opportunity! Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach. Why Choose Teleperformance? We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us. Utilize advanced support technologies and processes engineered to achieve outstanding results. We cultivate lasting client relationships and make positive contributions to our local communities. Become Part of an Exceptional Team! Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments. Job Description Job Role & Profile: Operations Customer Expert II Advertised as : Customer Support Specialist II Location: Toronto Office (75 Eglinton Avenue)- 90 days on site, then Hybrid Reports to: B2B Supervisor Contract: Regular, Full-time Education: High School or secondary school diploma (or equivalent) Travel Requirements: No For existing vacancy : Yes About Us TP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees , development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely. We also provide services in 300 languages and dialects. Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work®; Best Employer certification earned in 64 countries covering more than 97% of the total workforce. Our Work Culture At TP, we remain true to our core values of integrity, respect, professionalism, innovation and commitment. Autonomous - We encourage and trust your decision-making skills. Progressive work environment- If you have skills to prove we have all ladders for you to grow Flexible - We believe in results Innovative - All ideas matter Inclusive - Everyone is Included and everyone wins Base compensation of $22.50 per hour, plus a performance bonus of up to 5% based on meeting KPI targets. About the job An ideal Customer Support Specialist II for a supplier servicing dental offices with home care products requires a strong combination of problem-solving ability, system navigation expertise , and customer empathy, along with a deeper understanding of B2B account structures and operational workflows. This individual acts as a critical escalation point between the supplier and the dental office, resolving complex issues efficiently while ensuring accuracy, customer satisfaction, and continuity of operations. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Resolve order-related issues, including returns, credits, and delivery discrepancies Manage and maintain customer master data and account linkages (office vs. personal, multi-location accounts) Support account structures, including distributors and group channels Process and manage email-based orders and non-voice queues (chat/email) Handle defective product reporting and ensure proper documentation Route and escalate adverse events and complex customer concerns Perform case triage and prioritization across high-volume queues Job Requirements: 1–2 years of customer service or B2B support experience. Proven ability to resolve complex customer issues end-to-end. Strong analytical and problem-solving skills. Experience managing multi-layered customer accounts or B2B account support environments. Proficiency in CRM systems and case management tools is important. Strong written communication skills (email handling and documentation). Ability to manage multiple queues and prioritize tasks effectively. Preferred Qualifications Experience supporting distributors, group channels, or multi-location clients Familiarity with CRM automation and workflow optimization Background in healthcare, dental, or medical B2B environments Experience in returns, credits, or billing resolution processes Omnichannel experience (voice, chat, email concurrently) What We Offer Established career path supported by self-assessments, virtual training, and guided curriculum that allows for vertical and horizontal growth through multiple lines of business. Robust career path with a full development plan and the opportunity to grow in the organization. Paid training, 2 weeks' vacation leave. Continuous learning through progressive training that is specific to your tenure and skills. Competitive salary with incentive programs Positive and supportive environment Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs. Schedule Fixed schedule Monday to Friday, 9 hrs shift from 9 AM to 6 PM. Location Candidates are advised to be within travel distance from our primary locations: Yonge- Eglinton & The Well, Downtown Toronto Hybrid setup, the first 90 days will be on-site. Diversity, Equity & Inclusion TP is home to a global family with various backgrounds and lifestyles. We will always embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences. Please note that we may use artificial intelligence (“AI”) tools to support certain aspects of the recruitment process, such as sourcing candidates, reviewing applications, analyzing resumes, and summarizing interviews. These tools are used to assist our recruitment team in evaluating job-related qualifications and do not replace human judgment or decision-making. Employment decisions are not made solely by automated systems. We take steps designed to help ensure that our use of AI tools is appropriate , fair, and consistent with applicable privacy, human rights, and employment laws. Teleperformance welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Should you be invited to participate in the selection process we are committed to accommodating you to best meet your needs. Be One of Our People: It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued. Teleperformance is an Equal Opportunity Employer Job Application Accommodation: If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.