About the Role
We are looking for a proactive, customer-focused and commercially aware Internal Service Team Member to join the rijo42 team. This is a fast-paced and varied role where you will act as a key point of contact for customers and engineers, delivering technical support, coordinating service activity and installations, and helping maximise engineer efficiency through effective planning and CRM management.
Alongside technical and operational responsibilities, this role presents an exciting commercial opportunity to identify upgrade and replacement opportunities within our existing customer base, helping improve customer experience whilst generating additional revenue and earning bonuses.
Key Responsibilities
· Managing incoming customer calls, emails and technical enquiries
· Providing first-line technical support and troubleshooting machine issues remotely
· Reducing unnecessary engineer call-outs through effective diagnosis
· Logging, updating and managing service cases accurately within CRM
· Planning and coordinating engineer routes, workloads and schedules
· Booking installations and coordinating installation readiness
· Providing customers with service updates and engineer ETAs
· Supporting engineers with job information and communication
· Managing reschedules and urgent breakdown requirements efficiently
· Maintaining accurate service history and customer records
· Supporting payment device and connectivity troubleshooting where required
· Identifying ageing or unsuitable machine installations
· Spotting upgrade and replacement opportunities with existing customers
· Arranging upgrade appointments and demonstrations where appropriate
· Supporting customer retention and reactivation of dormant customers
· Participating in a weekend on-call rota for emergency service support
About You
· Previous experience within customer service, service coordination, scheduling or administration
· Excellent telephone and communication skills
· Strong organisational and multitasking ability
· Confidence working in a busy, fast-moving environment
· Strong IT and CRM skills
· Commercial awareness and confidence identifying opportunities
· Positive, proactive and professional attitude
· Ability to work independently and as part of a team
· Passion for delivering exceptional customer service
Bonus & Development Opportunity
This role offers genuine opportunity to earn bonuses through identifying and supporting customer upgrades, generating qualified leads and contributing to customer retention and account growth. Full training will be provided and there are opportunities to develop within a growing and ambitious business.
Why Join rijo42?
At rijo42, we pride ourselves on delivering The Real Spirit of Coffee — combining exceptional products with outstanding service. You will join a passionate and supportive team where your contribution directly impacts customer success, operational performance and commercial growth.
Pay: From £32,000.00 per year
Work Location: In person
