Customer Service Advisor (English Speaker) at Farfetch

Farfetch; Porto; Presencial; EUR 12 000 - 18 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Training opportunities

Flexible benefits program

Resumo da oferta

Farfetch in Porto is seeking a Customer Service Advisor (English Speaker) to be the first contact for customers across email, phone and chat, ensuring quick, accurate responses and a positive customer experience. Your role includes guiding customers to product discoveries and resolving issues in alignment with company guidelines.

Based on a full-time on-site contract in Porto, you will collaborate with the Operations team, learn the platform's luxury partner catalog, and contribute to

Qualificações

• Minimum 1 year of customer service experience.
• Excellent written and spoken English.
• Strong IT skills with basic PC software knowledge.
• Clear communication and problem-solving abilities.
• Ability to multi-task and stay organized.

Responsabilidades

• Be the first point of contact across email, phone, and chat.
• Provide information and advisement on products and services.
• Own case resolution following company processes and guidelines.
• Handle demanding customers with professionalism and empathy.
• Collaborate with internal teams to address localization needs and support partners.

Conhecimentos

Customer service

English proficiency

IT skills

Communication

Multi-tasking

Attention to detail

Sports knowledge

Team player

Self-motivation

Descrição da oferta de emprego

Customer Service Advisor (English Speaker) - Farfetch - Porto, P13, PT

This Full time on site position offers great opportunities for career growth.

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.