The Role
As a Customer Service Advisor, you are the face and voice of Farfetch strategic partners and a key team member who loves and understands customers, keeping them front of mind.
You exceed their expectations by providing exceptional service through the quality, speed and efficiency of your support and deliver an unforgettable experience while helping them discover our partner's amazing product selection.
Reporting to the Customer Service Supervisor, you will gain excellent hands-on experience in a fast-paced fashion environment.
What You'll Do
Be the first point of contact, providing an optimum level of service to all of our customers, resolving their queries and requests across multiple channels (email, phone, and chat) within our customer promise;
Provide information and best advisory with regards to products and services and other related inquiries;
Take ownership of case resolution, finding the best solutions according to the company's process and guidelines;
Manage demanding customers with professionalism and emotional intelligence focusing on solution and retention;
Advocate on your customer's needs working with other internal teams, namely by identifying and boosting localization initiatives;
Managing your own development and supporting others to maximize team potential;
Actively contribute to a great work environment and the alignment with Farfetch and strategic partners' values in the team.
Who You Are
Experienced in customer service (minimum of 1 year), preferably in a fashion and/or e-commerce environment;
Someone with excellent English proficiency in written and spoken form;
Someone with good IT skills (both customer service specific and Windows packages) that enjoys guiding our customers when navigating our digital platforms;
A person with excellent communication skills, with the ability and confidence to resolve complex customer issues with a positive approach;
Someone with natural multi-tasking ability, with an excellent eye for detail, critical thinking and good organisational skills;
Passionate and knowledgeable of sports and sportswear is a plus;
Self-driven person, but also a strong team player;
Available to work on late shifts.
Rewards & Benefits
Training opportunities and free access to Udemy;
Flexible benefits program.
Equal Opportunities Statement
Farfetch is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process.
We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law.
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