Premium Service Specialist

2 semanas atrás

Porto, Porto, Portugal FARFETCH Tempo inteiro
FARFETCH exists for the love of fashion. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers.


We're a positive platform for good, bringing together an incredible creative community made up by our people, our partners and our customers.

This community is at the heart of our business success. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone. We are FARFETCH for All.

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 Porto office is located in Portugal's vibrant second city, known for its history and its creative yet cosy environment.

You can have an informal meeting in the treehouse or play the piano during your lunch break

THE ROLE


Focusing on VIP Customer Experience, the main goal is to provide resolution to all issues raised in VIP orders or returns, being the first point of contact to the private client team.

The team globally supports Private Client daily operational processes, contributing to offer the best and most luxury service in the luxury fashion world.


WHAT YOU'LL DO

  • Liaise with Private Client team to understand daily operational issues happening to VIP customers;
  • Liaise with all other operational teams to provide fast resolutions to those issues, mainly with Delivery Support, Partner Services, Customer Service, etc;
  • Contribute to VIP Metrics improvements both in terms of operational performance and customer retention;
  • Support the implementation of processes and initiatives with impact on the Private Client experience;
  • Contribute to transform reactive into proactive actions, proposing route cause resolution of most common issues;
  • Identify issue patterns and feed R&D team.

WHO YOU ARE

  • A professional with strong commercial and costumer focused mind set;
  • A very good communicator and a professional with negotiation talent;
  • Able to work under pressure in a fastpaced environment;
  • Available to work in shift schedules if required;
  • Have knowledge of fashion/fashion brands;
  • Able to exceed customer expectations;
  • Excellent in listening;
  • Hardworking and passionate;
  • Proficient in using IT systems, both customer service specific and windows packages;


 Fluent English (mandatory)
  • Excellent in verbal and written communication skills;
  • Passionate about technology and ecommerce business (as a plus).
REWARDS & BENEFITS

  • Health insurance for the whole family, flexible working environment and wellbeing support and tools
  • Extra days off, sabbatical program and days for you to give back for the community
  • Training opportunities and free access to Udemy
  • Flexible benefits program
  • FARFETCH Equity plan

EQUAL OPPORTUNITIES STATEMENT

  • Farfetch is committed to being an inclusive workplace where diversity in all its forms is celebrated. We make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, marital status, medical condition as defined by state law, physical or mental disability, military service or veteran status, pregnancy, childbirth and related medical conditions, genetic information or any other classification protected by applicable federal, state or local laws or ordinances. If you require special accommodation, please let us know.
Before Applying

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