Customer Service Supervisor

2 semanas atrás

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 hearts. Covering the entire order journey, we create our online content, secure payments and fraud process compliance, and ensure order fulfillment and delivery, while providing customer and partner care. In a nutshell, we love to create seamless and memorable 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. From Account Management to Technology and Product, whatever your skills are, you'll find your fit here. You can have an informal meeting in the treehouse or play the piano in your lunch break

**THE ROLE**

This 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 within FARFETCH PLATFORM SOLUTIONS business unit. 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 team members;
- Handle customer escalations;
- Identify key areas for improvement in terms of the standards of service, current policies, operative mode towards efficiency and customer/client satisfaction;
- Propose projects and initiatives to tackle those areas for improvement and oversee its implementation and success;
- Be the face of FARFETCH and bring the Voice of the Customers to our partners;

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 organize a team;
- Critical thinking to contribute to service improvement;
- Analytical skills;
- Knowledgeable of fashion/fashion brands being streetwear a plus
- Proficient in using IT systems, both customer service specific and windows packages;
- Excellent in verbal and written communication skills - English and Spanish mandatory
- Able to exceed customer expectations;
- Excellent in listening;
- Hardworking and passionate;
- Available to work on rotating shifts if required

Before Applying

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