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

Patrique Mercier Recruitment FR is excited to present an exceptional opportunity for a Romanian Player Support Specialist based in Sofia, with fully paid relocation. This role is ideal for individuals passionate about gaming and dedicated to delivering outstanding support to players. As a Player Support Specialist, you will assist Romanian-speaking players, ensuring they receive prompt and effective assistance to enhance their gaming experience. Responsibilities - Provide high-quality support to Romanian-speaking players through multiple channels such as email, chat, and support tickets. - Resolve account-related issues, including login problems, account recovery, payments, and inquiries. - Maintain accurate records of customer interactions and issues within the support ticketing system. - Communicate clearly with players about game policies, procedures, and updates. - Collaborate with cross-functional teams to escalate and resolve complex player concerns. - Stay updated on the latest game features, updates, and community trends to offer knowledgeable assistance. - Assist in refining support processes and workflows to improve overall player satisfaction.

Patrique Mercier Recruitment FR is seeking a dedicated Albanian Speaking Customer Service Specialist to join our team in Sofia. This position offers a fantastic opportunity with fully paid relocation to Sofia for the right candidate, eager to provide excellent customer support and contribute to our company’s success. Responsibilities - Provide high-quality customer service to Albanian-speaking clients via phone, email, and chat platforms. - Assist customers with inquiries related to products, services, orders, and account management. - Resolve customer issues and complaints with professionalism and empathy. - Maintain accurate records of all customer interactions using the company CRM system. - Collaborate with other teams to ensure seamless service delivery and customer satisfaction. - Stay updated on company policies, product updates, and industry best practices. - Participate in ongoing training and development sessions to enhance skills and knowledge.

Patrique Mercier Recruitment FR is seeking a dedicated Albanian Speaking Customer Service Specialist to join our team in Sofia. This position offers a fantastic opportunity with fully paid relocation to Sofia for the right candidate, eager to provide excellent customer support and contribute to our company’s success. Responsibilities - Provide high-quality customer service to Albanian-speaking clients via phone, email, and chat platforms. - Assist customers with inquiries related to products, services, orders, and account management. - Resolve customer issues and complaints with professionalism and empathy. - Maintain accurate records of all customer interactions using the company CRM system. - Collaborate with other teams to ensure seamless service delivery and customer satisfaction. - Stay updated on company policies, product updates, and industry best practices. - Participate in ongoing training and development sessions to enhance skills and knowledge.