Customer Service Advisor - English Speaker

About Farfetch

Farfetch is committed to celebrating fashion and individuality by connecting creators, curators, and customers on a global luxury platform. Our diverse, worldwide community of employees, partners, and clients drive our success, grounded in our core values: Be Human, Think Global, Be Revolutionary, Todos Juntos, Be Brilliant, Amaze Customers. We embrace diversity and strive to cultivate an inclusive culture for everyone under our Farfetch For All initiative.

Operations

We prioritize operational excellence with customer-centricity at our core. From content creation to payments, fraud detection, delivery, and customer care, we are dedicated to crafting seamless and luxurious experiences for customers worldwide.

Role Overview

As a Customer Service Advisor, you play a crucial role within the Customer Service Department by mentoring peers, reporting to supervisors, addressing customer inquiries and issues, and contributing to the enhancement of service strategies and procedures.

Key Responsibilities

• Offer expertise and procedural guidance to less experienced Customer Service Representatives, steering the team towards productivity and performance targets.
• Perform in-depth research to resolve complex customer issues and support managers with escalated inquiries or complaints.
• Provide constructive feedback and propose improvements for processes and tools to optimize customer service quality.
• Collaborate actively within your team and communicate effectively with other departments.
• Utilize strong verbal communication skills to build trust and articulate solutions clearly and persuasively.
• Maintain precise written documentation using professional business writing standards.
• Analyze complicated problems by prioritizing sequential actions and devising comprehensive solutions.
• Demonstrate a continuous desire to expand knowledge and improve personal performance.

Candidate Profile

• Possess strong interpersonal and soft skills.
• Exhibit excellent verbal and written communication abilities.
• Ability to perform efficiently under pressure in dynamic work environments.
• Skilled in conflict resolution with good judgment and critical thinking.
• Familiarity with internal procedures and the business model.
• Excellent listening skills and attention to detail.
• Capable of prioritizing tasks effectively and managing time wisely.
• Willingness to work rotating shifts.
• Motivated to consistently exceed customer expectations.

Equal Opportunities Policy

Farfetch is committed to ensuring fairness and equality throughout the recruitment process, protecting applicants against discrimination based on race, gender, age, disability, religion, sexual orientation, and other protected characteristics under applicable laws. We foster an inclusive work environment through our Positively FARFETCH strategy, reflecting these values across our business and partnerships.

We may employ AI technologies to assist in evaluating applications; however, final hiring decisions rest with human recruiters. For details on data processing during recruitment, contact us directly.