Customer Service Advisor (English Speaker) - Temporary at Farfetch

Lisbon, Lisbon, Portugal

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Luxury Fashion, E-commerceIndustries

Requirements

Experienced in customer service (minimum of 1 year), preferably in a fashion and/or e-commerce environment
Excellent English proficiency in written and spoken form
Good IT skills (both customer service specific and Windows packages) and enjoys guiding customers when navigating digital platforms
Excellent communication skills, with the ability and confidence to resolve complex customer issues with a positive approach
Natural multi-tasking ability, with an excellent eye for detail, critical thinking, and good organizational skills
Passionate and knowledgeable about sports and sportswear (a plus)
Self-driven person and a strong team player
Available to work the central shift (9h-18h)

Responsibilities

Be the first point of contact, providing an optimum level of service to all customers, resolving their queries and requests across multiple channels (email, phone, and chat) within the 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
Manage your own development and support others to maximize team potential
Actively contribute to a great work environment and the alignment with Farfetch and strategic partners' values in the team

Skills

Key technologies and capabilities for this role

Customer ServiceEmail SupportPhone SupportChat SupportQuery ResolutionCase Management

Questions & Answers

Common questions about this position

Is this a remote position or does it require working in an office?

The role is based in the Lisbon office, which provides a dynamic workspace surrounded by the city's top cafés, restaurants, and stunning riverfront views.

What experience is required for the Customer Service Advisor role?

Candidates need a minimum of 1 year of customer service experience, preferably in fashion or e-commerce.

What skills are essential for this customer service position?

Excellent English proficiency in written and spoken form, good IT skills including customer service tools and Windows packages, and excellent communication skills to resolve complex issues positively are required.

What is the employment type for this role?

This is a temporary position.

What makes a strong candidate for this Customer Service Advisor role?

Strong candidates have customer service experience in fashion or e-commerce, excellent English skills, IT proficiency, and the ability to handle demanding customers professionally with emotional intelligence.

Farfetch

Online marketplace for luxury fashion items

About Farfetch

Farfetch operates as a global online marketplace for luxury fashion, linking high-end brands and boutique retailers with consumers. The platform allows users to browse and purchase a wide range of luxury items, ensuring that both brands and retailers can reach a worldwide audience. Farfetch's business model is centered around facilitating these transactions, earning revenue primarily through commissions on sales made through its site. Additionally, it offers services like digital marketing and logistics to help its partners enhance their online presence. A distinguishing feature of Farfetch is its acquisition of LUXCLUSIF, a luxury resale platform, which enables it to cater to the growing demand for pre-owned luxury goods. The company's goal is to provide a seamless shopping experience for luxury fashion enthusiasts while supporting brands and retailers in expanding their reach.

London, United KingdomHeadquarters

2007Year Founded

$682.9MTotal Funding

IPOCompany Stage

Consumer Software, Consumer GoodsIndustries

1,001-5,000Employees

Benefits

Health Insurance

Flexible Work Hours

Employee Pension Scheme

Risks

Increased competition from Mytheresa could impact Farfetch's market share.

Farfetch faces challenges in maintaining its presence in the Chinese market.

The sale to Coupang indicates potential financial instability for Farfetch.

Differentiation

Farfetch connects luxury brands and consumers through a unique online marketplace.

The platform offers modular, API-enabled technology for luxury fashion brands.

Farfetch provides commerce solutions, enhancing brands' online presence and sales.

Upsides

Virtual try-on technology is gaining popularity in luxury fashion.

Farfetch can capitalize on Yoox Net-A-Porter's exit from China.

Exclusive partnerships, like with Officina Bernardi, enhance Farfetch's offerings.

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