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.
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
Focusing on Premium Customer Experience, 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
Native or near-native fluency in Arabic and excellent command of English;Minimum of 1–2 years’ experience in Customer Service, with previous experience in premium or luxury environments;Strong orientation towards quality and satisfaction metrics, including experience with CSAT/NPS, and the ability to adapt to demanding SOPs;Empathy and active listening skills, with the ability to build trust and close relationships with clients;Impeccable written and verbal communication skills, with cultural sensitivity for clients from the Middle East;Experience in multiple channels – email, chat, and phone (mandatory);Familiarity with CRM tools (e.g., Salesforce, Talkdesk) – ability to handle multiple tools and multitasking. REWARDS & BENEFITS
Health insurance for the whole family, flexible working environment and well-being support and toolsExtra days off, sabbatical program and days for you to give back for the communityTraining opportunities and free access to UdemyFlexible 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. SCAM DISCLAIMER
It has come to our attention that there may be fraudulent activities involving individuals or organizations falsely claiming to represent Farfetch in order to attract candidates to a SCAM. Please be aware that Farfetch does not conduct recruitment processes through messaging apps or any unofficial communication channels, other than our official careers website. Additionally, Farfetch will never ask candidates for any form of payment during the recruitment process.
