FARFETCH exists for the love of fashion. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers.
We're a positive platform for good, bringing together an incredible creative community made up by our people, our partners and our customers. This community is at the heart of our business success. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone. We are FARFETCH for All.
OPERATIONS
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.
PORTO
Our Porto office is located in Portugal's vibrant second city, known for its history and its creative yet cosy environment. From Account Management to Technology and Product, whatever your skills are, you'll find your fit here. You can have an informal meeting in the treehouse or play the piano in your lunch break!
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. You will exceed 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 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;
Manage your own development and support 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 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 & BENEFITS
Health insurance for the whole family, flexible working environment and well-being support and tools;
Extra days off, sabbatical program and days for you to give back for the community;
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. We continue to build our consciously inclusive culture as part of our Positively FARFETCH strategy throughout our business, partnerships and communities.
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