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 of 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 hearts. Covering the entire order journey, we create our online content, secure payments, and fraud process compliance, and ensure order fulfillment 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
We are looking for a Partner Support Specialist reporting to the Partner Service Team Lead to support the health of the partner ecosystem, strengthening the daily operational relationship with each partner and ensuring that the partner's voice is shared throughout the organization. You will be a part of a B2B team that enjoys working in delivering impeccable service to the Farfetch partner community of the best luxury boutiques and brands.
WHAT YOU'LL DO
- Be the main day to day contact for partners regarding operational and technical queries (e.g. order & returns management, systems queries, customer service queries, delivery issues, and other requests);
- Maintain SLAs across multiple communication channels;
- Monitor partner operational KPIs to ensure consistent world class customer experience;
- Troubleshoot and solve for day-to-day issues autonomously;
- Identify at risk operational behavior and create action plans to address or escalate;
- Work cross-functionally to ensure the highest service levels for both internal and external stakeholders;
- Find improvement opportunities across partner, customer, and FF business units to optimize efficiency;
- Be a partner advocate to create value within the partner ecosystem.
WHO YOU ARE
- B2B experience, contact center, or account management within a large scale organizations is highly preferred;
- Responsible, accountable & flexible (flexible work hours based on the needs of partners and our global business);
- Strong service mindset and the ability to prioritize tasks;
- Problem solver, able to work under pressure in a fast paced company;
- Fluent in English & Spanish (written and verbal);
- Strong systems knowledge and the ability to troubleshoot operational and system issues;
- Proficient user of IT systems, including Microsoft Office.
Company benefits
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
Gender diversity (male:female)
Office locations
Hiring Countries
United Kingdom
