Customer Service Advisor (English Speaker) - Temporary Late Shift Porto

Customer Service Advisor (English Speaker) - Temporary Late Shift
Porto
Porto, Porto District, Portugal

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 1, 400 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.

PORTO

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's 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 product selection. Reporting to the Customer Service Supervisor, you will gain excellent
- on experience in a
- paced fashion environment.

WHAT YOU'LL DO

1. 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;
2. Provide information and best advice regarding products and services and other related inquiries;
3. Take ownership of case resolution, finding the best solutions according to the company’s process and guidelines;
4. Manage demanding customers with professionalism and emotional intelligence, focusing on solutions and retention;
5. Advocate for your customer's needs by working with other internal teams, notably by identifying and boosting localization initiatives;
6. Manage your own development and support others to maximize team potential;
7. Actively contribute to a positive work environment and align with Farfetch and strategic partners' values in the team.

WHO YOU ARE

1. Experienced in customer service (minimum of 1 year), preferably in a fashion and/or
   - commerce environment;
2. Excellent written and spoken English proficiency;
3. Good IT skills (both customer
   - specific and general Windows packages) and enjoy guiding customers through digital platforms;
4. Excellent communication skills, confident in resolving complex customer issues with a positive approach;
5. Natural
   - tasker with attention to detail, critical thinking, and good organizational skills;
6. Passionate and knowledgeable about sports and sportswear is a plus;
7. Self-driven, but also a strong team player;
8. Available to work late shifts.

REWARDS & BENEFITS

• Training opportunities and free access to Udemy;
• Flexible benefits program.

EQUAL OPPORTUNITIES STATEMENT

• Farfetch is committed to equal opportunities, ensuring all applicants are treated fairly and without discrimination based on sex, race, ethnicity, religion, disability, age, gender identity, sexual orientation, veteran status, marriage, pregnancy, or any other protected characteristic by law.

SCAM DISCLAIMER

• Be aware of fraudulent activities claiming to represent Farfetch. We do not conduct recruitment via unofficial channels or ask for payments during the recruitment process. Always verify through our official careers website.