Flexa
FARFETCH • JP Tokyo

Customer Service Advisor

Employment type:  Full time

3–4 days/week at home

Core hours 11–3

Job Description

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 service 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.
TOKYOOur Tokyo office is positioned in the central fashion district, Harajuku / Omotesando, where Japanese street trends flourish. Our modern office has a fantastic view of Tokyo, where Farfetchers can enjoy the dynamic city landscape. It's home to our Japan-based Business Development, Marketing and Partner Services teams.
THE ROLEYou will work with a dynamic and international team in the middle of Tokyo to gain excellent experience in a fast paced fashion environment. You will contribute to the growth of a new fashion e-commerce website by taking care of customers' inquiries to provide them the best experience possible. For the first period you will be trained and assisted by the senior staff in the Customer Service Team to learn how to use the basic features of the system. You will take care of phone calls and emails from customers in Japanese and inquiries from customers all over the world through a ticket-based system (Japanese and English). You will handle customers' related communication to offer a smooth experience on our website. You will report to the Customer Service Supervisor in Japan and work with an international team.

WHAT YOU'LL DO:

  • You will be part of the Customer Service team and manage all customers inquiries by phone call and email (the main part will be in Japanese and then English).
  • You will provide correct information to the customers promptly.
  • You will resolve problems and share information by making full use of multiple IT systems.
  • You will work together with the local and global Operations team to provide the best customer experience.
  • You will provide feedback and experience with the customers to your direct manager.

WHO YOU ARE:

  • You have work experience in call centres (calls and email) or in customer hospitality (hotels, airlines/airport ground staff, boutiques etc.)
  • You have native level Japanese in speaking and writing, and you have great communications skills
  • You have business level English in reading and writing (TOEIC score 750 level or above)
  • You are a proficient user of IT systems, both customer service specific and Windows packages (experience using Salesforce is a plus)
  • You can achieve the agreed target results and can meet customers' high expectations
  • You have knowledge or interest in fashion (preferably luxury fashion)
  • You can define a tone of voice that reflects the FARFETCH brand

REWARDS & BENEFITS:

  • FARFETCH Equity plan.
  • Special discounts at Farfetch.com and BrownsFashion.com.
  • Annual Leave entitlement above statutory and sabbatical program.
  • Well-being support and tools.
  • Volunteer opportunities and Giveback Days.

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.

Company benefits

Sabbaticals
Enhanced maternity leave
Enhanced paternity leave
Adoption leave
Shared parental leave
FARFETCH Equity plan
Flexible benefits scheme - from Private Healthcare and Dental insurance to fitness classes with ClassPass, there is something for everyone!
32 days holiday including flexible public holidays - to use on public or religious holidays of your choice
2 GiveBack Days a year - to volunteer for a social cause of your choice
FARFETCH and Browns discount - to experience both brands as a customer

The FlexScore® is the result of a rigorous 2-step verification of a company’s flexibility

First we assess the flexibility options FARFETCH provides and then we anonymously survey a statistically significant proportion of their employees to make sure FARFETCH is as flexible as they say they are. Our assessment is based on the six key elements of flexibility: location, hours, autonomy, benefits, role modelling and work-life balance.

We ask the hard questions so you don’t have to.

Working at FARFETCH

Company employees

6000

Gender diversity (male:female)

60/40

Office locations

London HQ with a global presence

Hiring Countries

United Kingdom