Department: Customer Care
Location: Coventry
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