Customer Service Representative
Farfetch is a leading global marketplace for the luxury fashion industry.
The Farfetch Marketplace 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. We're passionate about operational excellence, acting with our customers and partners always in our heart.
Covering the entire order journey, we create our online content, secure payments and fraud process compliance, ensure order fulfilment and delivery, while providing customer and partner care. In a nutshell, we love to create seamless and memorable luxury experiences for our customers all around the world.
Our Lisbon office provides a dynamic workspace, surrounded by the city's top cafés, restaurants, and stunning riverfront views. It seamlessly blends innovation with the capital's cosmopolitan and creative energy.
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. Exceeds their expectations by providing exceptional service through the quality, speed and efficiency of your support and delivering an unforgettable experience while helping them discover our partner's amazing products selection.
Reporting to the Customer Service Supervisor, you will gain excellent hands-on experience in a fast-paced fashion environment.
* 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.
Requirements
We're looking for someone with:
* 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 organizational skills;
* Passionate and knowledgeable of sports and sportswear is a plus;
* Self-driven person, but also a strong team player;
* Available to work the central shift (9h-18h).
Benefits
We offer:
* Training opportunities and free access to Udemy;
* Flexible benefits program.