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.
THE ROLE
You will have main responsibilities to ensure that the highest levels of
customer service are delivered to both our consumers and partners and through
every communication channel, and overseeing the customer service team.
Reporting to the Head of Customer Service, you will gain excellent experience,
which will broaden as the team grows.
WHAT YOU'LL DO
* Oversee the customer service team daily work;
* Coach team members where necessary;
* Handle customer escalations;
* Provide information about products and services and other related inquiries;
* Be the face of Farfetch to our customers and partners alike.
WHO YOU ARE
* Experienced in customer service in a fashion retail environment;
* Lead and organize a team;
* Knowledgeable of fashion/fashion brands;
* Proficient in using IT systems, both customer service specific and windows packages;
* Excellent communication skills;
* Exceed customer expectations;
* Available to work in shifts
EQUAL OPPORTUNITIES STATEMENT
* FARFETCH is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law. We continue to build our consciously inclusive culture as part of our Positively FARFETCH strategy throughout our business, partnerships and communities.
Before Applying
Through your application, we want to understand the skills and experiences you
have that make you the perfect fit for this role and for FARFETCH. We're
passionate about creating the conditions for Farfetchers to grow and develop
but we're also looking for people who can hit the ground running, so make sure
to apply for a position where you feel you can thrive.
Responsibilities: * Define tasks and set deadlines for team leaders. * Set KPIs and targets for team leaders. * Provide feedback and support to the Customer Care team leaders to ensure that all issues are resolved within the agreed service levels. * Analyze and report training team needs to…
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