Customer Experience Administrator

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 Administrator supports the Customer Experience team with structured administrative tasks that help ensure customer enquiries, returns, and order issues are handled efficiently and accurately across multiple Koin brands. This role focuses on the operational side of customer support, including processing returns and refunds, responding to customer reviews, and managing disputes such as payment chargebacks. The position works closely with the Operations Director and wider operations team to ensure customer issues are resolved quickly and processes are followed consistently. The role is fully remote and based in LATAM, working initially aligned with UK business hours. Full training will be provided on Koin’s systems, processes, and brand portfolio. This is a detail-oriented, process-driven role suited to someone organised, reliable, and comfortable working with digital systems and written communication in English. Key Responsibilities Returns & Refund Processing • Process customer returns and refunds across multiple brands and marketplaces • Verify return eligibility and ensure refunds are processed accurately and in line with company policies • Maintain accurate records of return and refund activity within internal systems Customer Reviews Management • Monitor and respond to customer reviews across relevant platforms • Address negative reviews professionally and escalate where required • Ensure responses reflect brand tone and customer experience standards Chargebacks & Dispute Handling • Assist in managing payment disputes and chargebacks from payment providers • Gather supporting documentation and submit responses to dispute cases • Maintain records of dispute outcomes and ensure internal tracking is up to date Customer Support Administration • Support the Customer Experience team in responding to customer enquiries where required • Help manage support tickets and ensure cases are assigned and tracked correctly • Maintain organised records of customer interactions and case resolutions Operational Support • Assist with general administrative tasks within the Customer Experience department • Support internal reporting on returns, refunds, disputes, and recurring issues • Follow established processes and help identify opportunities to improve efficiency