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Customer Experience Administrator

2 months ago
Mexico, Argentina, Brazil, El Salvador, Colombia, Dominican Republic
Full-time
Entry Level
Administrative Assistant
Customer and Technical Support
Asana Shopify
Apply Now
Koi Limited

Koi Limited

Textiles, Apparel & Luxury Goods
11-50
Founded 2012
View All Jobs 15

Description

  • Process customer returns and refunds across multiple brands and marketplaces.
  • Verify return eligibility and ensure refunds are issued accurately and in line with company policies.
  • Maintain accurate records of returns, refunds, and related activity in internal systems.
  • Monitor and respond to customer reviews, addressing negative feedback professionally and escalating issues when needed.
  • Assist with managing payment disputes and chargebacks, including gathering documentation and submitting responses.
  • Support customer enquiries, help manage support tickets, and ensure cases are assigned and tracked correctly.
  • Maintain organised records of customer interactions, case resolutions, and dispute outcomes.
  • Assist with general administrative tasks within the Customer Experience team.
  • Support internal reporting on returns, refunds, disputes, and recurring issues.
  • Follow established processes and help identify opportunities to improve efficiency.

Requirements

  • Excellent written and spoken English.
  • Strong attention to detail and organisational ability.
  • Comfortable working with structured processes and administrative tasks.
  • Ability to follow procedures carefully and maintain accurate records.
  • Reliable internet connection and a suitable remote working environment.
  • Ability to work aligned with UK business hours.
  • General computer literacy and ability to learn internal systems quickly.
  • Experience with Microsoft 365 tools such as Outlook, Excel, and Teams, or similar productivity tools.
  • Previous experience in customer service, administration, or e-commerce support roles.
  • Strong written communication skills for customer-facing responses.
  • Ability to handle customer issues professionally and calmly.
  • High level of reliability and accuracy in administrative work.
  • Experience using customer support platforms such as Gorgias or Zendesk is desirable.
  • Familiarity with Shopify or other e-commerce platforms is desirable.
  • Experience responding to online customer reviews is desirable.
  • Experience managing payment disputes or chargebacks is desirable.
  • Familiarity with task management platforms such as Asana is desirable.

Benefits

  • $1,000 monthly salary.
  • Fully remote role based in LATAM.
  • Initial working hours aligned with UK business hours, with potential flexibility over time.
  • Structured onboarding and training on Koin systems and brands.
  • Opportunity to work across multiple international D2C brands.
  • Exposure to e-commerce operations and customer experience processes.
  • Supportive remote team environment with opportunities to grow within the company.

Interested in this position?

Apply directly on the company website

Apply Now

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