Customer Experience Executive

2 weeks ago

Poole, United Kingdom Koin Limited Full time

Koin Limited is the UK’s fastest growing collectable company, selling coins and commemoratives to a wide range of collectors and fan bases through its B2C arm, The Koin Club. Koin are proud to partner with some of the world’s most recognisable brands such as Disney, Star Wars and Warner Brothers to design, develop and create officially licensed collectable products to enjoy as both one-off items and as monthly subscriptions.

The Customer Experience Executive is responsible for delivering first

They must be confident working within a fast paced, ever changing environment and need to be process driven and proactive in contributing ideas and giving feedback from our customers whilst having good commercial understanding. Finally they must be confident in talking about our products and up and cross selling items where possible.

**Core responsibilities include**:

- Providing a first-class customer service and experience
- Giving advice and support about all of our products
- Processing orders and returns and keeping customer accounts up-to-date with notes and all correspondence
- Collecting feedback from customers and fact-finding and sharing this with the wider team
- Up-sell and cross sell other products that customers might be interested in
- Outbound calling on specific campaigns or to re-start paused collections
- Managing our Trust Pilot reviews and upholding our star rating
- Processing returns and reviewing payment disputes
- Working towards the achievement of team KPIs
- The raising and management of incidents that are impacting our customer

**Key skills required**:

- Experience working in an ecommerce company
- A passion for delivering a first-class customer experience
- Impeccable spoken and written English (GCSE grade C or above)
- Friendly can-do approach
- Confident working within a fast paced, ever-changing environment
- Ability to multi-task and think on your feet
- Conscientious and process driven
- Proactive in contributing ideas and giving feedback from our customers

**Remuneration**: Up to £22,000 DOE (Full time, 40 hours per week)

**Location**: Poole Office (BH12)

**Benefits Package**:

- 25 days annual leave
- Generous pension contributions
- Private Healthcare*
- Fast-track professional development & qualification opportunities
- terms and conditions apply

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