Supervisor Customer Service

Job Description

Farfetch exists for the love of fashion. We believe in empowering individuality. Our mission is to bethe global platform for luxury fashion, connecting creators, curators and consumers.We're a diverse and global community made up of Farfetchers, our partners and our customers,which we believe is at the heart of our success. Everything we do is centered around our values - BeHuman, Think Global, Be Revolutionary, Todos Juntos, Be Brilliant, Amaze Customers - which defineour beliefs and our actions. We welcome difference and foster a consciously inclusive environmentfor everyone. We are Farfetch For All.
OperationsWe're passionate about operational excellence, acting with our customers always in our heart. FromContent Creation, to Payments and Fraud, to Delivery and Customer Care Services, we're creatingseamless and luxury experiences for our customers all around the world.
The roleYour mission will be to pursue and maintain high levels of customer experience KPI's, from phonecalls to emails. Besides, you will manage the customer service agents team.

What you'll do

• Manage daily activities within customer service team;
• Training new team members and new process when needed;
• Manage backlog of tasks and define targets for both peak and non peak periods
• Manage operational KPI's (service level and response time);
• Propose and take the leadership for initiatives to reduce contact per order, improve customer experience and team's productivity and operational efficiency;
• Evaluate NPS and CSAT in order to identify improvements based on customers feedbacks, working with multifunctional teams such as technology teams;
• Work with global teams to rollout global definitions to local teams, adapting what is needed for local regulations and needs;
• Manage and deliver the results of campaigns for active services and process, when they occur;
• Manage and inspire customer service team, providing conditions for them to have the environment needed to perform their jobs, working as a people development leader.

Who you are

• Team management oriented;
• Solving problems and conflicts oriented;
• Results and improvement of operational KPI's oriented;
• Have Communication skills and build rapport with your team and pairs;
• Experience to manage situations which require high level of autonomy, decision taken and priority definition;
• Customer service experience. Experience under fashion retail or digital companies is a plus;
• Knowledge of IT systems usage, having a fast learning curve for internal systems as well as standards systems (such as Office and Google tools). Sales Force experience is a plus;
• Have customer centricity as a mind set, always desiring to exceed customer expectations.