Refunds & Delivery Ops Specialist

FARFETCH; Porto; On-site; EUR 15,000 - 23,000; Full time

Benefits offered by this job

Health insurance for the whole family

Flexible working environment and well‑

Sabaticc program and community days

Training opportunities and Udemy

Job summary

Farfetch is seeking a Customer Operations Technician in Porto to manage back-office case handling for refunds and returns, coordinate with couriers, and resolve delivery issues, contributing to an exceptional customer experience.

You will report to the Customer Operations Supervisor and work across multiple teams, taking ownership of cases and driving solutions. A proactive, customer-focused mindset and the ability to thrive under pressure are essential.

Qualifications

• Customer-oriented mindset and ability to handle queries across channels.
• Fluency in English is mandatory (spoken and written).
• Ability to manage case resolution with professionalism and emotional intelligence.

Responsibilities

• Provide an optimum level of service to teams, resolving queries across channels within our customer promise.
• Take ownership of case resolution following company processes and guidelines.
• Manage demanding issues with professionalism and emotional intelligence focusing on solution and retention.
• Advocate team needs with internal teams, identifying localization initiatives.
• Support own development and help others maximize team potential.
• Contribute to a great work environment and align with Farfetch values.

Skills

Customer orientation

English fluency

Emotional intelligence

Problem solving under pressure

Tools

Excel

Job description

Farfetch is seeking a Customer Operations Technician in Porto to manage back-office case handling for refunds and returns, coordinate with couriers, and resolve delivery issues, contributing to an exceptional customer experience.

You will report to the Customer Operations Supervisor and work across multiple teams, taking ownership of cases and driving solutions. A proactive, customer-focused mindset and the ability to thrive under pressure are essential.