Customer Experience Administrator
K
Koin LimitedD2C e-commerce
El Salvador. Mexico. Colombia. Argentina. Brazil. Dominican Republic; fully remote and based in LATAM, Work initially aligned with UK business hoursFull-Time
Salary1,000 USD per month
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Job Details
- Languages
- Excellent written and spoken English
- Required Skills
- ShopifyMicrosoft ExcelCustomer serviceAsanaZendesk
Requirements
- Have previous experience in customer service, administration, or e-commerce support roles.
- Have excellent written and spoken English.
- Have strong written communication skills for customer-facing responses.
- Demonstrate strong attention to detail and organisational ability.
- Be comfortable working with structured processes and administrative tasks.
- Follow procedures carefully and maintain accurate records.
- Handle customer issues professionally and calmly.
- Have general computer literacy and the ability to learn internal systems quickly.
- Be familiar with Microsoft 365, including Outlook, Excel, and Teams, or similar productivity tools.
- Have a reliable internet connection and a suitable remote working environment.
- Be able to work aligned with UK business hours.
- Experience with Gorgias or Zendesk, Shopify or other e-commerce platforms, online customer reviews, payment disputes or chargebacks, or Asana is desirable.
Responsibilities
- Process customer returns and refunds across multiple brands and marketplaces.
- Verify return eligibility and ensure refunds are accurate and follow company policies.
- Maintain accurate records of return and refund activity in internal systems.
- Monitor and respond to customer reviews, escalating negative reviews where required.
- Assist with payment disputes and chargebacks by gathering documentation and submitting case responses.
- Maintain records of dispute outcomes and update internal tracking.
- Support customer enquiries, manage support tickets, and ensure cases are assigned and tracked correctly.
- Maintain organised records of customer interactions and case resolutions.
- Assist with department administration and internal reporting on returns, refunds, disputes, and recurring issues.
- Follow established processes and help identify opportunities to improve efficiency.
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