Customer Experience Executive VOICE LATAM
Koin Limited, Peru, IL, United States
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
Customer Experience Executive – Voice
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.
Key Responsibilities
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
Customer Issue Resolution
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
Customer Relationship Support
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
Systems & Process Management
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
Continuous Improvement
Identify recurring customer questions or issues and share insights with the wider team
Help improve customer experience processes and documentation where appropriate
Requirements
Experience & Skills
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
Platforms & Tools (Essential)
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, customer‑first mindset with confidence communicating directly with customers by phone
Ability to follow established processes and documentation while maintaining high service standards
Desirable (but not essential)
Experience working in financial services, investment or precious metals‑related businesses
Experience with help‑desk platforms such as Gorgias or similar systems
Experience supporting international customers across multiple markets
Familiarity with Shopify or order management systems
Experience working in remote customer support teams
Benefits
$1,500 monthly salary
Fully remote role for LATAM‑based candidates
Working hours aligned with UK business operations
Structured onboarding and training on The Wessex Mint platform and processes
Opportunity to work within a growing international D2C business
A supportive and collaborative remote team environment
Exposure to a fast‑growing precious metals and investment platform within Koin Limited
#J-18808-Ljbffr
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
Customer Experience Executive – Voice
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.
Key Responsibilities
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
Customer Issue Resolution
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
Customer Relationship Support
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
Systems & Process Management
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
Continuous Improvement
Identify recurring customer questions or issues and share insights with the wider team
Help improve customer experience processes and documentation where appropriate
Requirements
Experience & Skills
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
Platforms & Tools (Essential)
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, customer‑first mindset with confidence communicating directly with customers by phone
Ability to follow established processes and documentation while maintaining high service standards
Desirable (but not essential)
Experience working in financial services, investment or precious metals‑related businesses
Experience with help‑desk platforms such as Gorgias or similar systems
Experience supporting international customers across multiple markets
Familiarity with Shopify or order management systems
Experience working in remote customer support teams
Benefits
$1,500 monthly salary
Fully remote role for LATAM‑based candidates
Working hours aligned with UK business operations
Structured onboarding and training on The Wessex Mint platform and processes
Opportunity to work within a growing international D2C business
A supportive and collaborative remote team environment
Exposure to a fast‑growing precious metals and investment platform within Koin Limited
#J-18808-Ljbffr