Customer Support Specialist II - Dental

Canada; Toronto; On-site; CAD 26,000 - 36,000; Full time

Benefits offered by this job

Competitive salary with incentive

Paid training

2 weeks vacation

Medical and dental benefits

Career development

Job summary

Teleperformance in Toronto is seeking a Customer Support Specialist II to join our team. This role requires problem-solving skills, strong empathy, and experience with B2B accounts and CRM systems.

You will handle email orders, manage master data, and resolve complex customer issues, with a growth-focused, inclusive work culture. The position starts on-site at our Toronto Office for 90 days, then transitions to a hybrid model.

Qualifications

• 1–2 years of customer service or B2B support experience.
• Strong analytical and problem-solving abilities.
• Experience managing multi-layered B2B accounts or groups.
• Proficient with CRM systems and case management tools.
• Excellent written communication skills.

Responsibilities

• Resolve order-related issues including returns and credits.
• Manage customer master data and multi-location account linkages.
• Support account structures including distributors and group channels.
• Process email-based orders and non-voice queues (chat/email).
• Handle defective product reporting and proper documentation.
• Route and escalate adverse events and complex concerns.
• Perform case triage and prioritization in high-volume queues.

Skills

Customer service

B2B support

Analytical skills

CRM systems

Written communication

Multitasking

Education

High School diploma

Tools

CRM software

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 expedite 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 prioritise 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 Assist