Customer Experience Executive LATAM

Koin Limited is a fast-growing, multi-brand D2C e-commerce group headquartered in Poole, UK. The company operates across the UK, USA, Canada, and Australia and is working towards £100 million in annual revenue by 2030. Koin builds, operates, and scales a portfolio of direct-to-consumer brands with a strong focus on operational excellence, digital commerce, and customer experience.

• The Koin Club - licensed collectible coins and medallions
• Tilly Pig - financial literacy products for children
• Jonny's Sister - personalised gifts and homeware
• Bubbaboo - eco-conscious baby, toddler and adult clothing
• The Wessex Mint - precious metals savings and investment platform
• Pastel Sixteen - contemporary fashion and accessories

• Handle inbound and outbound customer phone calls across all brands, providing professional and helpful support
• Respond to customer enquiries via phone, email, live chat, helpdesk systems, and social media channels
• Provide dedicated aftercare support for live commerce customers following broadcasts and live-stream shopping events, handling post-event enquiries, cancellations, returns, and delivery questions
• Respond to customer enquiries regarding product details, availability, delivery timelines, and promotions featured during live events
• Assist customers across all brands with enquiries relating to orders, accounts, products, deliveries, and promotions
• Clearly explain processes, timelines, and product information across a wide range of product categories including precious metals, collectibles, personalised gifts, and apparel

• Investigate and resolve customer concerns relating to orders, account access, payments, delivery queries, returns, and refunds
• Process order cancellations, returns, and refund requests efficiently and in line with brand policies, including those arising from live commerce purchases
• Work closely with internal teams where required to resolve operational or fulfilment-related issues
• Ensure customers receive clear and timely updates throughout issue resolution

• Provide a professional, trustworthy, and confident experience across all customer interactions
• Maintain a calm, helpful, and solution-focused tone across phone, written, and messaging channels
• Support customers engaging with higher-value or complex products such as precious metals savings programmes, investment accounts, and subscription services

• Log and track all customer conversations and resolutions within Gorgias and other support systems
• Maintain accurate records of customer interactions, call notes, and issue resolutions
• Follow established brand-specific processes and service guidelines to maintain consistency across channels
• Escalate complex or unusual cases to senior team members where required

• Identify recurring customer questions, issues, or friction points across brands, channels, and live commerce campaigns
• Share insights with the Customer Experience Manager and wider team (including marketing and e-commerce) to improve processes, documentation, and service quality
• Support the refinement of customer support workflows, particularly for live commerce and phone-based support

• Previous experience in customer support or customer service roles, ideally covering both phone and written-channel communication
• Excellent spoken English - clear, confident, and professional when speaking with customers by phone
• Excellent written English - clear, accurate, and professional across email, chat, and messaging channels
• Comfortable handling a high volume of customer enquiries across multiple channels simultaneously, including spikes…