Luxury Client Experience Specialist

2 meses atrás


Porto, Porto, Portugal Farfetch Tempo inteiro

FARFETCH is a global platform for luxury fashion, connecting creators, curators, and consumers. Our mission is to bring together an incredible creative community made up of our people, partners, and customers. We welcome differences, empower individuality, and celebrate diverse skills and perspectives, creating an inclusive environment for everyone.

The Role

This position focuses on VIP Customer Experience, providing resolution to all issues raised in VIP orders or returns. As the first point of contact to the private client team, you will liaise with Private Client daily operational processes to offer the best and most luxury service in the luxury fashion world.

Key Responsibilities:
  • Liaise with Private Client team to understand daily operational issues happening to VIP customers;
  • Contribute to VIP Metrics improvements both in terms of operational performance and customer retention;
  • Liaise with all other operational teams to provide fast resolutions to those issues, mainly with Delivery Support, Partner Services, Customer Service, etc;
  • 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.

We are seeking a professional with a strong commercial and customer-focused mindset, excellent communication skills, and ability to work under pressure in a fast-paced environment. Proficiency in using IT systems, knowledge of fashion/fashion brands, and fluency in English (mandatory) are required. Passion for technology, e-commerce business, and fashion/luxury are desirable.

Remuneration and Benefits

We offer a competitive salary range of $65,000 - $80,000 per annum, flexible working environment, health insurance for the whole family, extra days off, sabbatical program, and days for giving back to the community. Training opportunities and free access to Udemy are also available.

About FARFETCH

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, 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.



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