Premium Services Specialist

Recruiter
Farfetch
Location
Porto, PT
Posted
26 Sep 2020
Closes
02 Oct 2020
Ref
1ccded44-e740-486d-bc5e-4a197543b8d6
Function
Technology
Level
Manager
Farfetch exists for the love of fashion. We believe in empowering individuality. Our mission is to be the global technology platform for luxury fashion, connecting creators, curators and consumers.

Operations

We're passionate about operational excellence, acting with our customers always in our heart. From Content Creation, to Payments and Fraud, to Delivery and Customer Care Services, we're creating seamless and luxury experiences for our customers all around the world.

Porto

Our Porto office is located in Portugal's vibrant second city, known for its history and its creative yet cosy environment. We welcome new ideas and a large number of our people. From Account Management to Technology and Product, whatever your skills are, you'll find your fit here. You can have an informal meeting in the treehouse or play the piano in your lunch break!

The Role

Focusing on VIP Customer Experience, the main goal is to provide resolution to all issues raised in VIP orders or returns, being the first point of contact to the private client team. The team globally supports Private Client daily operational processes, contributing to offer the best and most luxury service in the luxury fashion world.

What You'll do:

  • Liaise with Private Client team to understand daily operational issues happening to VIP customers;
  • Liaise with all other operational teams to provide fast resolutions to those issues, mainly with Delivery Support, Partner Services, Customer Service, etc;
  • Contribute to VIP Metrics improvements both in terms of operational performance and customer retention;
  • Support the implementation of processes and initiatives with impact on the Private Client experience;
  • Contribute to transform reactive into proactive actions, proposing route cause resolution of most common issues;
  • Identify issue patterns and feed R&D team.


Who You Are

  • A professional with strong commercial and costumer focused mind set;
  • A very good communicator and a professional with negotiation talent;
  • Able to work under pressure in a fast-paced environment;
  • Available to work in shift schedules if required;
  • Have knowledge of fashion/fashion brands;
  • Able to exceed customer expectations;
  • Excellent in listening;
  • Hardworking and passionate;
  • Proficient in using IT systems, both customer service specific and windows packages;
  • Fluent English (mandatory) - Excellent in verbal and written communication skills;
  • Passionate about technology and e-commerce business (as a plus).

The team globally supports Private Client daily operational processes, contributing to offer the best and most luxury service in the luxury fashion world.

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