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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