OPERATIONSWe'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.
THE ROLEThis role has key responsibilities to ensure that the highest levels of customer service are delivered to both our consumers and partners at all times and via every communication channel, as well as overseeing the customer service team. Reporting to the Customer Service Manager, you will have the opportunity to gain excellent hands-on experience in a fast-paced fashion marketing environment, which will broaden as the team grows.
WHAT YOU'LL DO
- 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.
WHO YOU ARE
- Experienced in customer service, preferably in a fashion retail environment;
- Able to work under pressure in a fast-paced environment;
- Able to confidently lead and organise a team;
- Critical thinking to contribute to service improvement;
- Analytical skills;
- Knowledgeable of fashion/fashion brands;
- Proficient in using IT systems, both customer service specific and windows packages;
- Excellent in verbal and written communication skills;
- Able to exceed customer expectations;
- Excellent in listening;
- Hardworking and passionate;
- Available to work on late shifts.
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.