Customer Care Advisor - German and English Speaker - Part-Time

About the Role

The role involves working closely with internal teams to provide timely resolutions to customer queries and concerns. You will be responsible for handling a high volume of customer interactions via phone, live chat, and email, and will need to be able to work efficiently and effectively in a fast-paced environment.

Mountain Warehouse is committed to making the outdoors accessible for everyone, and as a Customer Care Advisor, you will be an integral part of this mission. You will need to be able to provide exceptional customer service, respond to customer trends, and contribute to the continuous improvement of the company's service.

What You Will Do

• Provide fast, friendly, and effective support to customers 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 to customer queries and concerns
• Monitor and report customer trends to improve the company's service
• Take ownership of your personal development and contribute positively to the team
• Maintain strong performance aligned with KPIs and company values
• Respond to customer queries and concerns in a professional and empathetic manner
• Work closely with the Customer Care Team Leader to achieve team goals and objectives
• Participate in training and development programs to improve your skills and knowledge
• Stay up-to-date with company products, services, and policies to provide accurate and helpful information to customers
• Handle challenging conversations with empathy and professionalism

What We Are Looking For

• Fluency in German and 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
• Familiarity 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
• Ability to thrive in a fast-paced environment and enjoy working as part of a supportive team
• Strong problem-solving skills and ability to think critically

Nice to Have

• Experience working in a remote team environment
• Familiarity with CRM software and customer service platforms
• Basic knowledge of digital marketing principles and practices

Benefits and Perks

• Competitive salary and benefits package
• Fully remote work arrangement
• Holiday allowance
• 50% staff discount and 25% discount for family and friends
• Pension scheme
• Opportunities for professional development and career growth
• Access to a supportive and collaborative team environment
• Flexible working hours to accommodate different time zones and schedules

• Ensure you have a strong understanding of customer service principles and practices before applying.
• Familiarize yourself with Mountain Warehouse's products and services to demonstrate your knowledge and enthusiasm during the application process.
• Highlight your experience working with customers in a fast-paced environment and your ability to handle challenging conversations with empathy and professionalism.
• Showcase your proficiency in German and English, both written and spoken, and be prepared to provide examples of your language skills during the application process.
• Be prepared to discuss your experience working with tools like Outlook, Word, Excel, and web browsers, and how you can apply these skills to the Customer Care Advisor role.
• Demonstrate your ability to work independently and as part of a remote team, and highlight your self-motivation and discipline.