Customer Experience Ambassador
Farfetch is a leading global marketplace for the luxury fashion industry. The company connects customers in over 190 countries and territories with items from more than 50 countries and over 1,400 of the world's best brands, boutiques, and department stores, delivering a truly unique shopping experience and access to the most extensive selection of luxury on a global marketplace.
The operations team covers the entire order journey, creating online content, securing payments and fraud process compliance, ensuring order fulfillment and delivery, while providing customer and partner care.
The Lisbon office provides a dynamic workspace, surrounded by the city's top cafes, restaurants, and stunning riverfront views.
Key Responsibilities:
* Provide exceptional service through the quality, speed, and efficiency of support, resolving queries and requests across multiple channels.
* Offer information and advisory on products and services, addressing related inquiries.
* Take ownership of case resolution, finding solutions according to company process and guidelines.
* Manage demanding customers with professionalism and emotional intelligence, focusing on solution and retention.
* Advocate on customer needs by working with internal teams, identifying localization initiatives.
* Contribute to a great work environment, aligning with company values in the team.
Requirements:
* Experienced in customer service (minimum of 1 year), preferably in fashion and/or e-commerce.
* Excellent English proficiency in written and spoken form.
* Good IT skills, guiding customers when navigating digital platforms.
* Excellent communication skills, resolving complex issues with a positive approach.
* Natural multi-tasking ability, with an eye for detail, critical thinking, and good organizational skills.
Benefits:
* Health insurance for the whole family, flexible working environment, and well-being support.
* Extra days off, sabbatical program, and community involvement opportunities.
* Training opportunities and free access to educational resources.