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.