B2B Support Coordinator

1 week ago

Johannesburg, Gauteng, South Africa Rentoza (Pty) Ltd Full time
The Role:
We are looking for a B2B Support Coordinator who will take full ownership of the B2B book, ensuring that all payments, collections, invoicing, quoting, and customer experience processes are managed seamlessly.
This role requires a strong executor and problem-solversomeone who can handle all incoming B2B queries, oversee account management, and ensure a frictionless experience for both current and potential B2B clients

Key Role & Responsibilities:
  1. Full Account Management for B2B Clients
  • Serve as the primary point of contact for all existing and potential B2B clients.
  • Own the end-to-end health of the B2B book, ensuring all payments, collections, and customer concerns are proactively managed.
  • Maintain long-term client relationships, ensuring consistent engagement and business growth.
  • Ensure seamless onboarding for new B2B customers and retention strategies for existing ones.
  • Track key account performance, identifying trends and proposing solutions to optimize the experience.
2. Quote & Invoice Management
  • Ensure that all requested quotes and invoices are generated, approved, and issued within SLA.
  • Work closely with Finance, Sales, and Collections teams to ensure adherence to payment and invoicing policies.
  • Verify that all contracts, orders, and invoices are in alignment with agreed terms.
  • Follow up on unpaid invoices and outstanding quotes to ensure smooth transactions.
3. B2B Query Resolution & Customer Experience
  • Manage all incoming B2B queries via Zendesk, email, phone, and chat, ensuring timely and professional responses.
  • Proactively troubleshoot account issues, working across teams to resolve them efficiently.
  • Provide high-touch engagement to B2B clients, ensuring their needs are met while driving business retention.
  • Monitor customer service trends and provide insights to leadership to improve B2B support processes.
4. Collections & Payment Coordination
  • Work closely with the Collections & Payments team to ensure smooth processing of invoices and payments.
  • Track ageing accounts, follow up on outstanding payments and proactively resolve disputes.
  • Identify risks in the B2B payment cycle and escalate problematic accounts where necessary.
  • Ensure that B2B subscription fees are collected in a timely and efficient manner.
5. Internal Collaboration & Reporting
  • Maintain real-time visibility of B2B operations using Zendesk, Shopify, GetID, Stitch, and Accountability.
  • Generate performance reports on B2B payments, account statuses, and customer behaviour.
  • Collaborate with Sales, Finance, and Customer Support to ensure a smooth B2B customer journey.
  • Participate in team meetings, performance reviews, and strategy sessions to drive continuous improvement.
Required Qualifications and Skills:
  • 3+ years of experience in customer support, B2B account management, finance operations, or collections.
  • Bachelors degree or relevant certification in business administration, finance, or customer experience.
  • Experience in managing full account lifecyclesfrom onboarding to retention and collections.
  • Strong analytical skills to track and report on payments, queries, and customer interactions.
  • High level of attention to detail, ensuring that accounts are managed accurately and efficiently.
  • Excellent communication & problem-solving skills, with a proactive approach to resolving issues.
  • Ability to manage high-stress situations, especially when handling late payments and client disputes.
  • Proficiency in CRM and payment management systems (Zendesk, Shopify, Stitch, GetID, and Accountability).
  • Self-starter with a strong ownership mentality and the ability to work independently.
    • Must be shift flexible, including availability for one weekend day and occasional overtime.
    Key Skills & Competencies
    • Desire to work in a fast-paced environment
    • Excellent telephonic and communication skills (speaking and writing)
    • High tolerance for stress, complexity and change
    • Highly motivated and energetic, along with a 'self-starter' attitude
    • Must be able to thrive in a high-pressure environment
    • Ability to multitask, prioritize, and meet deadlines in a timely manner
    • Must be organized and detail-oriented
    • Demonstrate empathy and initiative when engaging with customers
    • Strong problem-solving skills with impeccable attention to detail.
    • Strong proficiency in Google G Suite.
    • Basic understanding of CRM systems, Zendesk advantageous.
    • Must be organized and detail-oriented.
    • Must be shift flexible, including one weekend day.
    • Good team player with effective communication ability and not afraid to ask questions
    • Able to work overtime, especially during the monthly peak period.
    Benefits:
    • Friday lunches
    • Medical aid
    • Employee Health and Wellness Assistance
    • Access to cutting-edge technology
    • Transport for late shift workers
    • Hybrid (where applicable)
    Offices:
    • Johannesburg
    • Cape Town
    • Durban
If you're passionate about technology and want to work in a fast-paced environment where you can make a real difference, Rentoza is the place for you. Join our team and be part of something truly exciting

Rentoza is an equal opportunity employer whose aim is to promote and achieve equal representation in all levels of all occupational categories. Preference will be given to candidates whose appointment will assist the Company in achieving its Employment Equity targets in terms of the Company Employment Equity Plan.

By responding to this advertisement, you consent to Rentoza lawfully processing your personal information in accordance with the Protection of Personal Information Act 4 of 2013 for recruitment purposes and confirm that any personal information has been submitted voluntarily.

The company reserves the right not to make an appointment. An application will not in itself entitle the applicant to an interview or an appointment and failure to meet the minimum requirements of the post will result in the applicant automatically disqualifying him/herself from consideration. If you don't hear back from us in 30 days, please consider your application unsuccessful.

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