Luxury Customer Service Supervisor | Late Shift

Farfetch; Portugal; Presencial; EUR 28 000 - 38 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health insurance

LinkedIn Learning access

Flexible benefits

Resumo da oferta

Farfetch is seeking a Customer Service Supervisor for the Lisbon office to lead a team of Advisors across channels, ensuring service excellence and timely issue resolution.

You will coach staff, monitor KPIs, manage daily operations, and act as the main escalation point for complex customer issues, with a Saturday to Wednesday 2pm–11pm schedule. This role requires a strong communicator, comfortable with data, and capable of aligning customer care with brand expectations.

Qualificações

• Experience in customer service, ideally in fashion, retail, luxury or ecommerce.
• Previous experience leading or coaching a customer service team.
• Ability to organise workloads and priorities for daily operations.
• Strong problem-solving, able to handle escalations.
• Analytical with data/report usage to drive performance.
• Proficient with customer service systems and MS Office.
• Fluent in English with excellent written and verbal skills.
• Available to work the late shift (Sat–Wed 2pm–11pm).

Responsabilidades

• Oversee the customer service team daily work towards operational targets.
• Train/coach and develop team members.
• Handle customer escalations.
• Provide information regarding products/services and other related inquiries.
• Be the face of Farfetch to our customers and partners alike.
• Be the voice of the customer to Farfetch internal teams.

Conhecimentos

Team leadership

Coaching

Customer service

Data analysis

MS Office

English fluency

Shift scheduling

Ferramentas

CRM systems

Descrição da oferta de emprego

Farfetch is seeking a Customer Service Supervisor for the Lisbon office to lead a team of Advisors across channels, ensuring service excellence and timely issue resolution.

You will coach staff, monitor KPIs, manage daily operations, and act as the main escalation point for complex customer issues, with a Saturday to Wednesday 2pm–11pm schedule. This role requires a strong communicator, comfortable with data, and capable of aligning customer care with brand expectations.