Customer Service Advisor (English Speaker)

Farfetch Limited; Lisboa; Híbrido; EUR 14 000 - 21 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Training opportunities

Flexible benefits program

Resumo da oferta

Farfetch Limited in Lisbon is seeking a Customer Service Advisor to be the face and voice of Farfetch strategic partners, delivering exceptional service across email, phone and chat.

You will resolve queries quickly, guide customers on products and services, own case resolution, and collaborate with internal teams to localize experiences while contributing to a positive work environment.

Qualificações

• Minimum 1 year of customer service experience.
• Excellent written and spoken English.
• Good IT skills including Windows and CRM platforms.

Responsabilidades

• Be the first point of contact, providing an optimum level of service to all customers across email, phone, and chat.
• Provide information and best advisory regarding products and services.
• Take ownership of case resolution, finding the best solutions according to company guidelines.
• Manage demanding customers with professionalism and emotional intelligence focusing on solution and retention.
• Advocate for customer needs by working with internal teams to localize experiences.
• Develop yourself and support others to maximize team potential.

Conhecimentos

English

IT skills

Communication

Multi-tasking

Team player

Late shifts

Customer service

Ferramentas

Windows

CRM systems

Descrição da oferta de emprego

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.

LISBON

The FARFETCH office located within the Sítio co-working space network in Lisbon is designed to be a highly flexible and well-connected hub. This is centrally-located workspace close to major business areas, and a vibrant spot.

THE ROLE

As a Customer Service Advisor, you are the face and voice of Farfetchstrategic partners and a key team member who loves and understands customers, keeping them front of mind. Exceeds their expectations byproviding 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 Farfetchand 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 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 on late shifts

REWARDS & BENEFITS

• Training opportunities.
• 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.