Customer Experience Executive VOICE

• 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

• 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

• 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

• 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

• 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

• Identify recurring customer questions or issues and share insights with the wider team

• Help improve customer experience processes and documentation where appropriate

• 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

• Experience using customer support platforms or helpdesk systems

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

• Comfortable 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

• 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

• $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

Koin Limited