Customer Service Advisor

About the Role:

We are looking to recruit a hard working Ecommerce Customer Service Advisor to join a fast paced Ecommerce team within our Northumberland HQ. No two days are ever the same, you will interact with our customers who love the outdoors and are looking for help tracking an order or advice about investing in new kit to conquer the next mountain, climb the next crag, run the next ultra or hike the next hill.
If you love delivering exceptional customer service, have experience in apparel and/ or a keen outdoor enthusiast we’d love to hear from you.

About You

  • A friendly people person who has a passion for customer service and enjoys delivering exceptional standards of customer care.
  • You will be able to demonstrate good use of grammar and excellent spelling in written English.
  • Excellent verbal communication skills in any situation.
  • 2+ years’ experience in a help desk or retail or online customer service environment.
  • Confident to deal with difficult or challenging situations in a calm and professional manner.
  • Able to work independently with minimal supervision.
  • Demonstrable experience of using Help Desk software.
  • Enthusiasm for the great outdoors and some knowledge of running and/or climbing would be desirable.
  • Strong attention to detail.

  • Responsible for communicating with customers via email, social media, Trust Pilot and phone calls.
  • You will have a professional but friendly approach to every customer enquiry and be more than happy to go that extra mile for new, existing and potential customers in our direct to consumer channels.
  • Highly organized with the ability to deal with multiple incoming enquiries spread across a number of communication channels with a consistent approach of applying customer service policies and procedures as and when required.
  • Report weekly stats, customer feedback and examples of going that extra mile to the wider team.
  • Work closely with the dispatch and returns team to keep customers informed about their order movements.
  • Access courier systems to trace orders.
  • Work closely with the ecommerce team to continually develop and improve the online customer experience.
  • Benefits:

  • Friendly and Supportive Team
  • Employer Pension Contributions
  • Work From Home Days
  • Core hours and flexible start and finish times
  • Employee Discounts
  • Competitive Salary
  • About Montane Ltd:

    Montane is one of the fastest growing premium outdoor brands in Europe. We specialise in creating technical clothing, backpacks and accessories for fast-paced mountain sports, where design and performance are of the highest quality. We have a friendly, dynamic and ambitious team motivated by a love of the mountains and with a passion for producing exceptional products in line with our ‘Further. Faster.’ brand vision. We are represented in many territories around the world and have a head office in Northumberland and a showroom in the Lake District.

    Location: Ashington, Northumberland.
    Salary: Competitive, dependent on experience.
    Contract: Full Time , Permanent Role.

    Apply by submitting a covering letter and CV to:
    Closing date for applications: 17th July.

    Please Note: If a good volume of suitable applicants are received, this vacancy might close before the date advertised, therefore please apply as soon as possible if you are interested in the role.

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