Koin Limited is hiring a Customer Experience Executive – VOICE to deliver high-quality support for The Wessex Mint, a direct-to-consumer precious metals platform. In this fully remote role, you will be the primary point of contact for customers, handling a significant volume of phone communication alongside email and helpdesk tickets.
What You'll Do
- Handle inbound and outbound customer phone calls with a professional and helpful demeanor.
- Respond to customer enquiries via phone, email, and helpdesk systems.
- Assist customers with enquiries relating to precious metals purchases, accounts, orders, and delivery queries.
- Clearly explain processes, timelines, and product information to customers.
- Investigate and resolve concerns relating to orders, account access, payments, and deliveries.
- Work closely with internal teams to resolve operational issues and ensure customers receive clear, timely updates.
- Provide a professional, trustworthy, and confident experience for customers engaging with precious metals.
- Maintain a calm and helpful tone during all phone interactions.
- Log and track customer conversations and resolutions within customer support systems.
- Maintain accurate records of interactions and call notes.
- Escalate complex cases to senior team members where required.
- Identify recurring questions or issues and share insights to help improve customer experience processes.
What We're Looking For
- Previous experience in customer support or service roles involving phone-based communication.
- Excellent spoken and written English, with clear and confident communication skills.
- Comfortable handling a high volume of customer phone calls professionally.
- Strong listening skills and the ability to clearly explain processes.
- Strong organisational skills and attention to detail.
- Ability to remain calm, professional, and solution-focused when handling issues.
- Comfortable working remotely and managing workload independently.
- Experience using customer support platforms, helpdesk systems, and standard productivity tools like 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 based on customer demand.
- A professional, customer-first mindset with confidence communicating directly by phone.
- Ability to follow established processes while maintaining high service standards.
Nice to Have
- Experience 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.
Technical Stack
- Customer support platforms or helpdesk systems
- Microsoft 365 or Google Workspace
- VoIP or online calling platforms
Team & Environment
You'll join an operational and execution-focused team with structured processes and internal support.
Benefits & Compensation
- $1,500 monthly salary.
- This is a fully remote role for LATAM-based candidates.
- 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.
Work Mode
This is a fully remote position for candidates based in LATAM.
Koin Limited is an equal opportunity employer.
