THE ROLE As a 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.WHAT YOU'LL DOBe 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 AREExperienced in customer service (minimum of 1 year), preferably in a fashion and/or e-commerce environment;Someone with excellent Spanish proficiency in written and spoken form and also strong English communication skills;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.REWARDS & BENEFITSHealth insurance for the whole family, flexible working environment and well-being support and toolsExtra days off, sabbatical program and days for you to give back for the communityTraining opportunities and free access to UdemyFlexible benefits programEQUAL OPPORTUNITIES STATEMENTFARFETCH 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.
We continue to build our consciously inclusive culture as part of our Positively FARFETCH strategy throughout our business, partnerships and communities.Before ApplyingThrough your application, we want to understand the skills and experiences you have that make you the perfect fit for this role and for FARFETCH.
We're passionate about creating the conditions for Farfetchers to grow and develop but we're also looking for people who can hit the ground running, so make sure to apply for a position where you feel you can thrive.
