Customer Experience Executive (Remote) - Koin Limited

The Customer Experience Executive is a fully remote role responsible for delivering high-quality customer support across all Koin Limited brands, channels, and customer touchpoints. This is a broad, multi-channel role covering inbound and outbound phone calls, email, live chat, helpdesk systems, and social media, alongside dedicated aftercare support following live commerce broadcasts and live-stream shopping events.

The successful candidate will be the primary point of contact for customers across all brands — from precious metals enquiries at The Wessex Mint, through to post-purchase aftercare for live commerce customers, to general e-commerce support across the wider brand portfolio.

The role requires excellent spoken and written English, confidence on the phone, strong attention to detail, and the ability to manage high volumes of customer enquiries across multiple channels simultaneously — including the spikes in enquiries that follow live commerce campaigns and product launches. The position is operational and execution-focused. Structured processes, documentation, and full training will be provided on all brands, systems, and support workflows.

Key Responsibilities

Multi-Channel Customer Support:

• Handle inbound and outbound customer phone calls across all brands, providing professional and helpful support

• Respond to customer enquiries via phone, email, live chat, helpdesk systems, and social media channels

• Provide dedicated aftercare support for live commerce customers following broadcasts and live-stream shopping events, handling post-event enquiries, cancellations, returns, and delivery questions

• Respond to customer enquiries regarding product details, availability, delivery timelines, and promotions featured during live events

• Assist customers across all brands with enquiries relating to orders, accounts, products, deliveries, and promotions

• Clearly explain processes, timelines, and product information across a wide range of product categories including precious metals, collectibles, personalised gifts, and apparel

Order & Account Resolution:

• Investigate and resolve customer concerns relating to orders, account access, payments, delivery queries, returns, and refunds

• Process order cancellations, returns, and refund requests efficiently and in line with brand policies, including those arising from live commerce purchases

• Work closely with internal teams where required to resolve operational or fulfilment-related issues

• Ensure customers receive clear and timely updates throughout issue resolution

Customer Relationship Support:

• Provide a professional, trustworthy, and confident experience across all customer interactions

• Maintain a calm, helpful, and solution-focused tone across phone, written, and messaging channels

• Support customers engaging with higher-value or complex products such as precious metals savings programmes, investment accounts, and subscription services

Systems & Process Management:

• Log and track all customer conversations and resolutions within Gorgias and other support systems

• Maintain accurate records of customer interactions, call notes, and issue resolutions

• Follow established brand-specific processes and service guidelines to maintain consistency across channels

• Escalate complex or unusual cases to senior team members where required

Continuous Improvement & Insight:

• Identify recurring customer questions, issues, or friction points across brands, channels, and live commerce campaigns

• Share insights with the Customer Experience Manager and wider team (including marketing and e-commerce) to improve processes, documentation, and service quality

• Support the refinement of customer support workflows, particularly for live commerce and phone-based support