Koin Limited is hiring a Customer Experience Administrator to support our Customer Experience team with structured administrative tasks. In this role, you will ensure customer enquiries, returns, and order issues are handled efficiently and accurately across our multiple brands. You’ll focus on operational support, including processing returns and refunds, responding to reviews, and managing payment disputes.

What You'll Do

Process customer returns and refunds across multiple brands and marketplaces, verifying eligibility and ensuring accuracy.
Monitor and respond to customer reviews across relevant platforms, addressing negative reviews professionally.
Assist in managing payment disputes and chargebacks from payment providers, gathering documentation and submitting responses.
Support the Customer Experience team in responding to customer enquiries and managing support tickets.
Assist with general administrative tasks within the Customer Experience department and support internal reporting.

What We're Looking For

Excellent written and spoken English.
Strong attention to detail and organisational ability.
Comfortable working with structured processes and administrative tasks.
Ability to follow procedures carefully and maintain accurate records.
Reliable internet connection and suitable remote working environment.
Ability to work aligned with UK business hours.
General computer literacy and ability to learn internal systems quickly.
Proficiency with Microsoft 365 (Outlook, Excel, Teams) or similar productivity tools.
Previous experience in customer service, administration, or e-commerce support roles.
Strong written communication skills for customer-facing responses.
Ability to handle customer issues professionally and calmly.
High level of reliability and accuracy in administrative work.

Nice to Have

Experience using customer support platforms such as Gorgias or Zendesk.
Familiarity with Shopify or other e-commerce platforms.
Experience responding to online customer reviews.
Experience managing payment disputes or chargebacks.
Familiarity with task management platforms such as Asana.

Technical Stack

Microsoft 365 (Outlook, Excel, Teams)

Team & Environment

You will work closely with the Operations Director and wider operations team, reporting directly to the Operations Director.

Benefits & Compensation

Fully remote role (LATAM-based).
Initial working hours aligned with UK business hours, with potential flexibility over time.
Structured onboarding and training on Koin systems and brands.
Opportunity to work across multiple international D2C brands.
Exposure to e-commerce operations and customer experience processes.
Supportive remote team environment with opportunities to grow within the company.
Compensation: $1,000 monthly salary.