B2B Customer Support Specialist III - Dental

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.
Job Information   

Job Role & Profile:
Specialized Services Customer Expert I
Advertised as: B2B Customer Support Specialist II I

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 $25 per hour, plus a performance bonus of up to 5% based on meeting KPI targets.
About the job  An ideal Customer Support Specialist III for a supplier servicing dental offices with home care products requires deep subject-matter expertise, strong consultative skills, and the ability to manage high-impact escalations and complex business scenarios. This individual acts as a strategic partner between the supplier and the dental office, resolving critical issues, driving customer satisfaction, and identifying opportunities to improve processes and grow account value.

Key Responsibilities and Accountabilities   Own and resolve high-complexity escalations (billing, credits, logistics, disputes)
Provide consultative support and product recommendations aligned to customer needs
Manage complex distributor and group channel relationships end-to-end
Lead escalation handling and de-escalation conversations with key customers
Identify and report systemic issues (process gaps, billing/ logistics errors)
Support special school teams, projects, outbound campaigns, and business initiatives

Job Requirements   2-4 years of customer service, B2B support, or account management experience
Proven experience handling escalations and high-complexity customer scenarios
Strong consultative communication and influencing skills
Advanced CRM and system navigation expertise
Experience working in multi-channel, high-volume environments
Ability to analyze data, identify trends, and recommend solutions

Preferred Qualifications   Experience in consultative sales or inside sales environments
Background in healthcare, dental, or medical B2B sectors
Exposure to procurement/vendor management platforms (Coupa, SAP, Ariba)
Experience mentoring, coaching, or leading peers
Strong understanding of end-to-end customer lifecycle and account growth

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 hours shift from 9 AM to 6 PM.
Location  Toronto Office (75 Eglinton Avenue) - 90 days on site, then Hybrid