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

Farfetch; Porto; On-site; EUR 18,000 - 24,000; Full time

Benefits offered by this job

Health insurance for family

Extra days off

Training opportunities

Flexible benefits program

Job summary

Farfetch is seeking a Customer Service Advisor for FPS in Porto to deliver exceptional support across email, phone and chat. This on-site, full-time role places you at the heart of our customer experience while you help customers discover luxury brands.

You will respond to queries, resolve issues with care, and collaborate with internal teams on localization and service improvements. English proficiency and a passion for fashion are essential.

Qualifications

• Experience in customer service (min 1 year).
• Excellent English written and spoken.
• Good IT skills and familiarity with Windows.
• Strong communication skills to resolve complex issues.
• Able to multi-task with attention to detail under pressure.
• Interest in sports and sportswear a plus.

Responsibilities

• Be the first point of contact, resolving queries across email, phone and chat.
• Represent Farfetch Platform Solutions to customers and partners.
• Provide information and best advisory with regards to products and services.
• Take ownership of case resolution following company processes and guidelines.
• Manage demanding customers with professionalism and emotional intelligence.
• Identify localization opportunities with internal teams to support customers.
• Support team development and maximise potential.
• Contribute to a positive work environment aligned with Farfetch values.

Skills

Customer service

English

IT skills

Communication

Multi-tasking

Sports knowledge

Team player

Under pressure

Tools

Windows

Job description

Customer Service Advisor - FPS (English Speaker - Rotating Shifts) at Farfetch in Porto, P13, PT. This Full time on site position offers great opportunities for career growth.

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.

PORTO (Lionesa)

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 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.