Customer Experience Executive VOICE

The 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 helpdesk 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 helpdesk 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

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 helpdesk systems

Experience using standard productivity tools such as Microsoft 365 or Google Workspace

Experience using VoIP or online calling platforms for customer communication

Working Style

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 helpdesk 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

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