Customer Service Advisor - FPS (English Speaker - Rotating Shifts) at Farfetch

Farfetch; Lisboa; Presencial; EUR 18 000 - 28 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health insurance for the family

Sabbatical program and extra days off

Training opportunities

Flexible benefits program

Resumo da oferta

Farfetch Lisbon is seeking a Customer Service Advisor for an on-site, full-time role. You will act as the face and voice of Farfetch Platform Solutions, delivering exceptional service and guiding customers through our products and partner offerings.

The role emphasizes fast-paced fashion e-commerce support, cross-functional collaboration, and a focus on customer satisfaction. English fluency, IT comfort, and a proactive, team-oriented mindset are essential.

Qualificações

• Minimum 1 year of customer service experience.
• Strong English written and spoken communication.
• Good IT skills and familiarity with digital platforms.
• Excellent communication, listening and problem-solving abilities.

Responsabilidades

• Be the first point of contact across email, phone and chat.
• Provide information and guidance on products and services.
• Resolve queries and requests following company processes.
• Manage difficult customers with professionalism and empathy.
• Collaborate with internal teams to localize support where needed.
• Support team development and contribute to a positive work environment.
• Adhere to Farfetch values and maintain high service standards.

Conhecimentos

Customer service

English proficiency

IT skills

Communication skills

Multi-tasking

Detail oriented

Team player

Under pressure

Rotating shifts

Descrição da oferta de emprego

This Full time on site position offers great opportunities for career growth. 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 1400 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.

LISBON

Our Lisbon office provides a dynamic workspace, surrounded by the city’s top cafés, restaurants, and stunning riverfront views. It seamlessly blends innovation with the capital’s cosmopolitan and creative energy.

THE ROLE

As a Customer Service Advisor, you are the face and voice of Farfetch Platform Solutions, our 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;
• Be the face of Farfetch Platform Solutions to our customers and partners alike;
• 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;
• Skilled in listening;
• Able to work under pressure;
• Available to work on rotating and 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
• 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 continue to build our consciously inclusive culture as part of our Positively FARFETCH strategy throughout our business, partnerships and communities.