Customer Experience Executive VOICE

Company Overview Koin Limited is a fast-growing, multi-brand D2C e-commerce group headquartered in Poole, UK. The company operates across the UK, USA, Canada, and Australia and is working towards £100 million in annual revenue by 2030. Koin builds, operates, and scales a portfolio of direct-to-consumer brands with a strong focus on operational excellence, digital commerce, and customer experience. The group currently includes the following brands: • 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

The Customer Experience Executive VOICE – The Wessex Mint is a remote role responsible for delivering high-quality customer support for customers interacting on PHONE CALLS with The Wessex Mint platform. Unlike general e-commerce support roles, this position involves a significant amount of phone based customer communication, alongside email and helpdesk support. The role requires clear spoken English, strong confidence speaking with customers, and the ability to explain processes clearly and professionally. The successful candidate will assist customers with enquiries relating to orders, account questions, precious metals products, delivery queries, and general support requests. This role requires professionalism, organisation, and a calm, helpful approach when assisting customers. The position is operational and execution-focused with structured processes and internal support. Training will be provided on The Wessex Mint platform, product knowledge, and internal systems.

Key Responsibilities Customer Support (Phone, Email & Helpdesk) • 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 Customer Issue Resolution • 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 Customer Relationship Support • 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 Systems & Process Management • 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 Continuous Improvement • Identify recurring customer questions or issues and share insights with the wider team • Help improve customer experience processes and documentation where appropriate