Customer Experience Executive VOICE LATAM

Company Overview

Company Overview 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 toward £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 group currently includes the following brands:

• 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

The Wessex Mint is a remote role responsible for delivering high‑quality customer support for customers interacting on PHONE CALLS with The Wessex Mint platform. Unlike general e‑commerce support roles, this position involves a significant amount of phone‑based customer communication, alongside email and help‑desk support.

The role requires clear spoken English, strong confidence speaking with customers, and the ability to explain processes clearly and professionally. The successful candidate will assist customers with enquiries relating to orders, account questions, precious metals products, delivery queries and general support requests. This role requires professionalism, organisation and a calm, helpful approach when assisting customers. The position is operational and execution‑focused with structured processes and internal support.

Training will be provided on The Wessex Mint platform, product knowledge and internal systems.

• Handle inbound and outbound customer phone calls, providing professional and helpful support
• Respond to customer enquiries via phone, email and help‑desk systems
• Assist customers with enquiries relating to precious metals purchases, accounts, orders and deliveries
• Clearly explain processes, timelines and product information to customers

• Investigate and resolve customer concerns relating to orders, account access, payments and delivery queries
• Work closely with internal teams where required to resolve operational issues
• Ensure customers receive clear and timely updates during issue resolution

• Provide a professional, trustworthy, and confident customer experience for customers engaging with precious metals products
• Support customers who may have questions about their purchases, savings programmes or account details
• Maintain a calm and helpful tone during phone interactions

• Log and track customer conversations and resolutions within customer support systems
• Maintain accurate records of customer interactions and call notes
• Escalate complex cases to senior team members where required

• Identify recurring customer questions or issues and share insights with the wider team
• Help improve customer experience processes and documentation where appropriate

• Previous experience in customer support or customer service roles involving phone‑based communication
• Excellent spoken and written English, with clear and confident communication
• Comfortable handling a high volume of customer phone calls in a professional manner
• Strong listening skills and the ability to clearly explain processes to customers
• Strong organisational skills and attention to detail
• Ability to remain calm, professional and solution‑focused when handling customer issues
• Comfortable working remotely and managing workload independently

• Experience using customer support platforms or help‑desk systems
• Experience using standard productivity tools such as Microsoft 365 or Google Workspace
• Comfortable using VoIP or online calling platforms for customer communication
• Reliable availability aligned primarily with UK business hours, with flexibility to adjust working hours where required based on customer demand and call volumes
• Professional,…