Customer Experience Executive VOICE
Koin Limited
- Saint Paul, Illinois, United States
- Saint Paul, Illinois, United States
Über
Key Responsibilities
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
Experience & Skills
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
Platforms & Tools (Essential)
Experience using customer support platforms or helpdesk systems
Experience using standard productivity tools such as Microsoft 365 or Google Workspace
Experience 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
Desirable (but Not Essential)
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
Benefits
$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
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Sprachkenntnisse
- English
Hinweis für Nutzer
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