Customer Care Advisor

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Job Description

Department: Customer Care

Location: Remote (UK or Ireland)

Hours: Full-Time | 40 Hours within

• ▪Monday – Friday: 6:30am – 10:00pm
• ▪Saturday & Sunday: 9:00am – 5:30pm

Are you passionate about delivering exceptional customer service? Join Mountain Warehouse, a growing global brand, as we continue our mission to make the outdoors accessible for everyone. We’re looking for a friendly and motivated Customer Care Advisor to join our vibrant, remote team.

About The Role

Reporting to the Customer Care Team Leader, you’ll play a vital part in creating outstanding experiences for our customers—before, during, and after their purchase, whether online or in-store. This is a full-time remote position suited to someone who loves solving problems, working as part of a team, and making a positive impact in every customer interaction.

Key Responsibilities

• ▪Provide fast, friendly, and effective support via phone, live chat, and email
• ▪Help customers throughout their journey—from product queries to post-purchase care
• ▪Collaborate with internal teams to provide timely resolutions
• ▪Monitor and report customer trends to improve our service
• ▪Take ownership of your personal development and contribute positively to the team
• ▪Maintain strong performance aligned with KPIs and company values

We Would Like To Meet Someone Who Is

• ▪Fluent in English (spoken and written)
• ▪Previous experience in a customer-facing role (retail, contact centre, hospitality etc.)
• ▪Clear, confident communicator with excellent written skills
• ▪Comfortable handling challenging conversations with empathy and professionalism
• ▪Familiar with tools like Outlook, Word, Excel, and web browsers
• ▪Experience with eCommerce platforms (e.g. Amazon, eBay) and contact centre platforms is a bonus
• ▪Positive, energetic, and proactive with a “can-do” attitude
• ▪Thrive in a fast-paced environment and enjoy working as part of a supportive team

Benefits

• ▪Competitive salary and benefits package
• ▪Fully remote
• ▪Holiday allowance
• ▪50% staff discount & 25% for family and friends
• ▪Pension scheme

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