Customer Operations Technician

FARFETCH; Porto; On-site; EUR 15,000 - 23,000; Full time

Benefits offered by this job

Health insurance for the whole family

Flexible working environment and well‑

Sabaticc program and community days

Training opportunities and Udemy

Job summary

Farfetch is seeking a Customer Operations Technician in Porto to manage back-office case handling for refunds and returns, coordinate with couriers, and resolve delivery issues, contributing to an exceptional customer experience.

You will report to the Customer Operations Supervisor and work across multiple teams, taking ownership of cases and driving solutions. A proactive, customer-focused mindset and the ability to thrive under pressure are essential.

Qualifications

• Customer-oriented mindset and ability to handle queries across channels.
• Fluency in English is mandatory (spoken and written).
• Ability to manage case resolution with professionalism and emotional intelligence.

Responsibilities

• Provide an optimum level of service to teams, resolving queries across channels within our customer promise.
• Take ownership of case resolution following company processes and guidelines.
• Manage demanding issues with professionalism and emotional intelligence focusing on solution and retention.
• Advocate team needs with internal teams, identifying localization initiatives.
• Support own development and help others maximize team potential.
• Contribute to a great work environment and align with Farfetch values.

Skills

Customer orientation

English fluency

Emotional intelligence

Problem solving under pressure

Tools

Excel

Job description

Farfetch is a leading global marketplace for the luxury fashion industry, connecting customers in over 190 countries with items from more than 50 countries and over 1,400 of the world’s best brands and charming boutiques from around the world. Farfetch opens a world of luxury for endless expressions of style, delivering a truly unique shopping experience and access to the most extensive selection of luxury on a global marketplace.

OPERATIONS

The Operations team serves as the backbone of our marketplace, seamlessly managing the entire order journey. From creating online content and ensuring secure payments to order fulfillment and delivery, while providing comprehensive customer and partner care, this team is relentlessly focused on improving the customer experience every single day.

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

Reporting to Customer Operations Supervisor, the Customer Operations Technician manages operational back-office case management in refunds for returns, compensations to customers and partners, and for managing all delivery issues working with the couriers and other internal departments thus contributing to the Farfetch's customer experience.

What You'll Do

• Provide an optimum level of service to all of our teams, resolving their queries and requests across multiple channels within our customer promise
• Take ownership of case resolution, finding the best solutions according to the company’s process and guidelines
• Manage demanding issues with professionalism and emotional intelligence focusing on solution and retention
• Advocate your team's needs working with other internal teams, namely by identifying and boosting localization initiatives
• Manage 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

• Customer-oriented mindset;
• Take problems as growing opportunities;
• Capable of working under pressure and achieve in the agreed deadlines;
• Fluency in English is mandatory (verbal and written) and second language is a plus;
• Knowledgeable of excel (can maintain complex spreadsheets);
• Knowledgeable of retail and finance concepts/ processes is a plus;
• Fond of multicultural environments;

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
• FARFETCH Equity plan

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 may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.