The Customer Experience Administrator supports the Customer Experience team with structured administrative tasks that help ensure customer enquiries, returns, and order issues are handled efficiently and accurately across multiple Koin brands. This role focuses on the operational side of customer support, including processing returns and refunds, responding to customer reviews, and managing disputes such as payment chargebacks. The position works closely with the Operations Director and wider operations team to ensure customer issues are resolved quickly and processes are followed consistently. The role is fully remote and based in LATAM, working initially aligned with UK business hours. Full training will be provided on Koin’s systems, processes, and brand portfolio. This is a detail-oriented, process-driven role suited to someone organised, reliable, and comfortable working with digital systems and written communication in English. Key Responsibilities Returns & Refund Processing • Process customer returns and refunds across multiple brands and marketplaces • Verify return eligibility and ensure refunds are processed accurately and in line with company policies • Maintain accurate records of return and refund activity within internal systems Customer Reviews Management • Monitor and respond to customer reviews across relevant platforms • Address negative reviews professionally and escalate where required • Ensure responses reflect brand tone and customer experience standards Chargebacks & Dispute Handling • Assist in managing payment disputes and chargebacks from payment providers • Gather supporting documentation and submit responses to dispute cases • Maintain records of dispute outcomes and ensure internal tracking is up to date Customer Support Administration • Support the Customer Experience team in responding to customer enquiries where required • Help manage support tickets and ensure cases are assigned and tracked correctly • Maintain organised records of customer interactions and case resolutions Operational Support • Assist with general administrative tasks within the Customer Experience department • Support internal reporting on returns, refunds, disputes, and recurring issues • Follow established processes and help identify opportunities to improve efficiency

• Own the onboarding workflow from the moment an order is signed/received. • Lead internal kickoff calls to align scope, timelines, risks, responsibilities, and required access. • Lead external client kickoff calls to set expectations, confirm goals, and establish communication cadence. • Serve as the client’s consistent go-to for questions, requests, and ongoing support. • Maintain clear, professional client communication via email, calls, and scheduled check-ins. • Track, prioritize, and execute client requests with strong organization and follow-through. • Support clients using PMS platforms (especially Yardi, RealPage, AppFolio) by troubleshooting issues and helping resolve integration or workflow obstacles. • Triage client-reported issues: reproduce, research, gather details, and propose solutions or next steps. • Act as a strategic partner by understanding client goals, current needs, and anticipated future needs. • Collaborate closely with Sales, Implementation, and Technical teams to ensure a smooth client experience.

DyFlex is an established SAP Platinum Partner with employees across Australia, New Zealand, and the Philippines. We are recognised as a leader in our area of SAP expertise. We deliver fit‑for‑purpose SAP solutions, and our services range from greenfield and brownfield implementations, change management, to ongoing Aftercare services and support. In 2025, we were awarded: ✓ Best Performing Partner in Australia for S/4HANA Public Cloud ✓ Best Performing Partner in Australia for Speed of Delivery ✓ Best Performing Partner in Mid‑Market ✓ Highest Selling Partner in Australia As the Customer Success Manager based in the Sydney area, you will play a key role in ensuring our Queensland customers achieve long-term success with their SAP solutions. You’ll work closely with clients post-implementation to drive adoption, satisfaction, and growth, while also contributing strategically to DyFlex’s regional presence. Key Responsibilities - Work from home, with travel required to customer sites across Sydney and the broader NSW region - Own the post-sales relationship with assigned customers, ensuring they achieve their desired outcomes through SAP solutions - Develop and manage customer success plans, including forecasting, account strategies, and engagement roadmaps - Monitor customer health metrics, satisfaction scores, and usage trends to proactively address risks and opportunities - Collaborate with Sales, Operations, and Support teams to drive renewals, upsells, and long-term customer value - Act as a trusted advisor, helping customers navigate transformational change and optimise their SAP environments - Coordinate cross-functional involvement with consulting and delivery teams to ensure seamless customer experiences - Build deep relationships with key decision-makers and stakeholders across customer organisations - Advocate for customer needs internally, contributing to product and service improvements - Meet or exceed goals for customer satisfaction, retention, and portfolio growth Skills and Experience - Relevant tertiary qualifications in a technical, business, or software-related field - Proven experience in customer success, account management, or post-sales consulting within the tech or enterprise software space - Strong understanding of SAP solutions and delivery models (S/4HANA, Cloud, AMS, etc.) - Business acumen and curiosity to deepen your knowledge of SAP products and customer industries - Experience working in a fast-paced, customer-centric, and multi-cultural environment - Knowledge of cloud computing and emerging enterprise technologies - Exceptional written and verbal communication skills in English - Strong interpersonal skills — able to build trust, influence outcomes, and manage multiple stakeholders - Self-motivated and highly organised, with a strong sense of ownership and ability to manage competing priorities - Innovative mindset with a focus on improving processes and delivering scalable success This is a fantastic opportunity to work with a hands-on team and top talent, with a focus on building our presence in Queensland. DyFlex is committed to providing a safe, flexible and respectful environment for staff free from all forms of discrimination, bullying and harassment. We are proud of our diverse and inclusive team as only together we can continually improve ourselves and achieve best outcomes for our customers– we are the region's leading SAP Platinum Partner! Please note: - Visa sponsorship is not available - Only NSW-based candidates will be considered

About the client: Our client is a digital marketing agency specializing in helping home service businesses grow through comprehensive digital solutions. They transform websites into lead-generating assets while building brand awareness through SEO, social media, and paid advertising campaigns. About the role: Our client is seeking a highly skilled CRM Specialist to manage, optimize, and maintain CRM systems that support digital marketing operations and internal workflows. This role is ideal for someone with strong technical expertise, sharp attention to detail, and proven experience handling CRM setups and automations in a digital marketing agency environment. Experience working in digital marketing agencies is required. What you’ll be doing: - Manage and maintain CRM systems to ensure data accuracy and reliability - Configure and optimize CRM workflows, automations, and pipelines - Coordinate with internal teams to align CRM processes with operational needs - Use ClickUp and GHL to support CRM-related workflows and integrations - Identify and resolve CRM inefficiencies while implementing improvements to - enhance performance - Regularly communicate with internal stakeholders to ensure CRM usage aligns with - business goals - Drive continuous improvement initiatives to optimize CRM functionality - Ensure internal teams follow established CRM processes and SOPs for consistent - usage Who are we looking for? - Minimum of 3 years of experience working as a CRM Specialist - Experience working with ClickUp, GHL, and other CRM/project management tools - Basic understanding of digital marketing factors, mainly SEO and Google Ads. - Proficient with AI tools and technologies relevant to CRM and marketing - automation - Strong communication skills to work with multiple internal stakeholders - Excellent organizational and problem-solving skills - Ability to work independently in a fast-paced, remote environment - Experience working in digital marketing agencies is required - US experience is required. - Fluent in English, oral and written. Position: CRM Specialist Remote Status: Fully Remote Working Hours: 9 am - 5 pm EST Salary: USD 1500 - USD 1800 Internal Job ID: 1204