Customer Support Specialist II - Medical

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 IIAdvertised 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 UsTP 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 jobAn 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

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