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
As a
Customer Experience Executive,
you will handle customer enquiries via email, live chat, and social media, ensuring timely and professional responses. Your responsibilities include processing refunds, resolving order issues, providing accurate product and shipping information, and assisting with account queries. You will log interactions, identify recurring issues for process improvements, and suggest automation opportunities. Additionally, you will collaborate with internal teams to resolve concerns, respond to customer reviews, and maintain the correct brand tone in all communications. Escalating complex issues where necessary, you will play a key role in delivering a smooth and positive customer experience.
Key Responsibilities
• Respond to customer queries via email, live chat, and social media in a professional and timely manner. • Process refund requests and order adjustments in line with company policies. • Investigate and resolve order-related issues such as delayed deliveries, incorrect items, or missing parcels. • Provide accurate information about products, stock availability, and shipping times. • Monitor and respond to social media messages, ensuring queries are addressed and escalating where necessary. • Accurately tag customer interactions and resolutions in the internal system for future reference. • Identify common customer questions or recurring issues and report them to the team for process improvements. • Flag frequent customer queries that could be answered by the AI tool and provide feedback to the Manager to enhance automation. • Work closely with the warehouse, purchasing and product teams to resolve issues and ensure smooth customer experiences. • Assist customers with account-related queries, including updating details and explaining company policies. • Respond to customer reviews and escalate concerns to maintain a positive brand reputation. • Ensure the correct tone of voice is used across interactions for each brand