Customer Experience Administrator

About the role

Koin Limited, a multi-brand D2C e-commerce group based in Poole, UK, is hiring a Customer Experience Administrator. The role supports the Customer Experience team with administrative tasks that keep customer enquiries, returns and order issues handled efficiently across several brands. It is fully remote, based in LATAM, and starts aligned with UK business hours. Full training on Koin's systems, processes and brand portfolio is provided.

Key responsibilities

• Process customer returns and refunds across brands and marketplaces, verify eligibility and keep accurate records
• Monitor and respond to customer reviews, escalating negative ones where needed
• Assist with payment disputes and chargebacks, gathering documentation and tracking outcomes
• Support the team in answering enquiries, managing support tickets and keeping records of customer interactions
• Help with general admin, reporting on returns, refunds and disputes, and improving efficiency

Required profile

• Excellent written and spoken English; strong attention to detail and organisation
• Previous experience in customer service, administration or e-commerce support
• Ability to work aligned with UK business hours and a reliable internet connection

Required skills

• Microsoft 365 (Outlook, Excel, Teams) or similar productivity tools
• Desirable: Gorgias or Zendesk, Shopify, Asana, and familiarity with handling chargebacks

What we offer

• $1,000 monthly salary
• Fully remote role with initial alignment to UK hours and potential flexibility
• Structured onboarding and training, exposure to multiple international D2C brands
• Supportive remote team with growth opportunities