Customer Service Supervisor

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.
OPERATIONSWe'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.
LISBONOur Lisbon office is located in Portugal's cosmopolitan capital. Mostly the teams here are focused around Technology and Store of the Future. In this office, Farfetchers like to have catch ups in the ball pit or creative moments by the grand piano!
THE ROLEThis 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. 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 where necessary;
• Handle customer escalations;
• Provide information regarding products/services and other related inquiries;
• Be the face of Farfetch to our customers and partners alike.

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;
• Proficient in using IT systems, both customer service specific and windows packages;
• Excellent in verbal and written communication skills;
• Able to exceed customer expectations;
• Excellent in listening;
• Hardworking and passionate;
• Available to work on late shifts

REWARDS & BENEFITS

• Health insurance for the whole family, flexible working environment and well-being support and tools
• Extra days off, sabbatical program and days for you to give back for the community
• Training opportunities and free access to Udemy
• Flexible benefits program
• FARFETCH Equity plan

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.

Ensure Farfetch Customer Promise, providing the customer a luxury customer experience, in all the communication channels, along with developing the Customer Service Agents reporting to you.