Customer Service Advisor (Italian Speaker)

FARFETCH; United Kingdom; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading luxury fashion marketplace is seeking a Customer Service Advisor in the UK. You will handle customer inquiries across various channels, ensuring exceptional service. The ideal candidate has over a year of experience in customer service, fluent in English and Italian, with strong problem-solving and communication skills. Join a team that values excellence and employee well-being, offering a flexible working environment and benefits such as health insurance and training opportunities.

Benefits

Health insurance for the whole family

Flexible working environment

Training opportunities

Extra days off

Qualifications

• Minimum of 1 year experience in customer service, preferably in fashion or e-commerce.
• Excellent written and spoken English and Italian.
• Good IT skills for digital platform navigation.

Responsibilities

• Serve as the first point of contact for customers, resolving inquiries via email, phone, and chat.
• Provide information and advice related to products and services.
• Take ownership of case resolutions and advocate for the customer's needs.
• Manage demanding customers with professionalism and emotional intelligence.

Skills

Customer service experience

Proficient in English and Italian

IT skills

Communication skills

Multi-tasking ability

Job description

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.

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 office is near Porto, in the north of Portugal, and is located in a vibrant business hub. It offers a dynamic and welcoming environment where our employees can connect and network with a large community of tech professionals.

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.

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;
• 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 ARE

• Experienced in customer service (minimum of 1 year), preferably in a fashion and/or e-commerce environment;
• Someone with excellent English and Italian proficiency in written and spoken form (mandatory);
• 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 on late shifts

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.

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. Please be aware that Farfetch does not conduct recruitment processes through messaging apps or any unofficial communication channels, other than our official careers website. Additionally, Farfetch will never ask candidates for any form of payment during the recruitment process.