Customer Service Supervisor - English Speaker

About FARFETCH

FARFETCH is dedicated to luxury fashion, aiming to be the worldwide platform connecting creators, curators, and consumers. Our company fosters a positive environment that embraces diversity, individuality, and unique skills, cultivating an inclusive community for all employees, partners, and clients.

Operations Overview

We prioritize operational excellence focused on our customers and partners. Managing the full order lifecycle, including online content management, secure payment and fraud prevention, order fulfillment, and delivery, we strive to deliver seamless and memorable luxury experiences globally.

Role Overview

This position is pivotal in guaranteeing exceptional customer service across all channels for our consumers and partners, alongside supervising the day-to-day functions of the customer service team.

Key Responsibilities

• Lead the customer service team's daily activities to meet operational goals.
• Facilitate training and coaching of team members to enhance performance.
• Manage escalation cases from customers efficiently.
• Analyze current service standards and policies to pinpoint opportunities for enhancement in efficiency and satisfaction.
• Initiate and manage projects targeting service improvements and monitor their successful implementation.
• Represent FARFETCH by communicating the Voice of the Customers to partners and stakeholders.

Candidate Profile

• Previous experience in customer service, preferably within fashion retail sectors.
• Capable of thriving under pressure in fast-moving environments.
• Proven leadership skills to organize and guide a team confidently.
• Strong critical thinking abilities to suggest service enhancements.
• Analytical mindset for evaluating and improving processes.
• Sound knowledge of fashion and related brands.
• Proficiency with IT systems relevant to customer service and general computer applications.
• Excellent verbal and written communication skills in English, fluency mandatory.
• Ability to surpass customer expectations consistently.
• Exceptional listening skills, hardworking nature, and passion for the role.
• Willingness to work in rotating shifts if the situation demands.

Equal Opportunity Commitment

FARFETCH is committed to equal employment opportunities, ensuring all candidates are evaluated fairly irrespective of sex, race, ethnicity, religion, disability, age, gender identity, or other protected attributes. Our mission is to nurture an inclusive culture aligned with our Positively FARFETCH strategy across our business and community engagements.

Additional Information

Our hiring process may involve the use of artificial intelligence tools to assist in evaluating applications and resumes, which support but do not replace human decision-making. Final employment decisions are made by our recruitment team. For questions on data processing, candidates can reach out to us for further details.