Customer Service Advisor (English Speaker)

FARFETCH; Porto; Presencial; EUR 18 000 - 24 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Training opportunities

Flexible benefits program

Resumo da oferta

Farfetch is seeking a Customer Service Advisor in Porto to be the face and voice of our strategic partners, delivering exceptional service and a memorable shopping experience.

You will handle inquiries across email, phone, and chat, resolve issues promptly, and collaborate with internal teams to improve localization and customer satisfaction. This role offers growth in a fast-paced fashion environment and requires late-shift availability.

Qualificações

• Minimum 1 year of customer service experience, preferably in fashion or ecommerce.
• Excellent written and spoken English.
• Good IT skills, including Windows and service platforms.
• Strong communication skills for resolving complex issues.
• Strong multitasking, eye for detail, and organizational skills.
• Passionate about sports and sportswear is a plus.
• Self-driven and team-oriented.
• Willingness to work late shifts.

Responsabilidades

• Be the first point of contact for customers across email, phone, and chat.
• Provide product and service information and guidance to customers.
• Own case resolution and follow company processes to close queries.
• Handle demanding customers with professionalism and empathy to retain loyalty.
• Collaborate with internal teams to address localization needs.
• Contribute to personal development and help teammates grow.
• Support a positive work environment and uphold Farfetch values.

Conhecimentos

Customer service experience

Excellent English

IT skills

Communication skills

Multitasking

Detail-oriented

Team player

Late shift availability

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.

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 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.

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.