Luxury Fashion Customer Experience Specialist
Há 1 mês
Customer Experience Role Overview
FARFETCH is a global luxury fashion platform that connects creators, curators, and consumers. As a Customer Experience Specialist, you will play a crucial role in delivering exceptional service to our VIP clients. Your primary focus will be on resolving issues related to VIP orders and returns, serving as the first point of contact for our private client team.
Key Responsibilities
• Liaise with the Private Client team to understand and address daily operational issues affecting VIP customers;
• Collaborate with other operational teams to provide swift resolutions to issues, primarily with Delivery Support, Partner Services, and Customer Service;
• Support the implementation of processes and initiatives that impact the Private Client experience;
• Identify patterns and contribute to the improvement of VIP Metrics in terms of operational performance and customer retention.
Requirements
A professional with a strong commercial and customer-focused mindset;
A good communicator with negotiation skills;
Able to work under pressure in a fast-paced environment;
Available to work in shift schedules if required;
Knowledge of the fashion industry and fashion brands;
Proficient in using IT systems, including customer service-specific tools and Windows packages;
Fluent in English (mandatory) with excellent verbal and written communication skills;
Passionate about technology, e-commerce, and fashion/luxury (a plus).
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