Overview
Customer Service Advisor (English Speaker) - Temporary Late Shift. Farfetch is a leading global marketplace for luxury fashion, connecting customers in over 190 countries with items from more than 50 countries and 1,400 brands, boutiques, and department stores.
OPERATIONS: We are passionate about operational excellence, focusing on the customer and partner experience across the entire order journey, including content, payments, fraud process compliance, order fulfilment and delivery, and customer and partner care.
PORTO: Our office near Porto offers a dynamic environment where employees can connect with a large community of tech professionals.
The Role
As a Customer Service Advisor, you are the face and voice of Farfetch strategic partners. You will exceed customer expectations by delivering exceptional service with quality, speed, and efficiency, helping customers discover our partner’s product selection. You will report to the Customer Service Supervisor and gain 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 customers across email, phone, and chat within our customer promise.
* Provide information and best advisory regarding products, services and related inquiries.
* Take ownership of case resolution, finding the best solutions according to company processes and guidelines.
* Manage demanding customers with professionalism and emotional intelligence, focusing on solution and retention.
* Advocate for customer needs by working with internal teams, identifying and boosting localization initiatives.
* Manage your own development and support others to maximize team potential.
* Contribute to a positive work environment and alignment with Farfetch and partners’ values.
Who You Are
* Experienced in customer service (minimum 1 year), preferably in fashion and/or e-commerce.
* Excellent English proficiency in written and spoken form.
* Good IT skills (customer service tools and Windows) and confident guiding customers on digital platforms.
* Excellent communication skills with the ability to resolve complex issues positively.
* Strong multi-tasking, detail-oriented, critical-thinking and organizational abilities.
* Passionate and knowledgeable about sports and sportswear is a plus.
* Self-driven but a strong team player.
* Available to work 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.
Scam Disclaimer
* It has come to our attention that there may be fraudulent activities involving individuals or organizations falsely claiming to represent Farfetch in order to attract candidates to a scam. Farfetch does not conduct recruitment through messaging apps or unofficial channels, and never asks candidates for payment during recruitment.
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