Be the first point of contact, providing an optimum level of service to all of our customers, resolving their queries and requests across multiple channels (email, phone, and chat) within our customer promise;
Provide information and best advisory with regards to products and services and other related inquiries;
Take ownership of case resolution, finding the best solutions according to the company’s process and guidelines;
Manage demanding customers with professionalism and emotional intelligence focusing on solution and retention;
Advocate on your customer's needs working with other internal teams, namely by identifying and boosting localization initiatives;
Managing your own development and supporting others to maximize team potential;
Actively contribute to a great work environment and the alignment with Farfetch and strategic partners' values in the team.

Experienced in customer service (minimum of 1 year), preferably in a fashion and/or e-commerce environment;
Someone with excellent English proficiency in written and spoken form;
Someone with good IT skills (both customer service specific and windows packages) that enjoys guiding our customers when navigating our digital platforms.
A person with excellent communication skills, with the ability and confidence to resolve complex customer issues with a positive approach
Someone with natural multi-tasking ability, with an excellent eye for detail, critical thinking and good organizational skills
Passionate and knowledgeable of sports and sportswear is a plus
Self-driven person, but also a strong team player
Available to work on late shifts

Customer Service Advisor, English Speaker

Key skills