Customer Service Supervisor - FARFETCH

Location
US Los Angeles
Posted
24 May 2022
Closes
27 May 2022
Ref
b5663893-baab-406b-a19d-68e7696e343f
Function
Operations
Level
Manager
Hours
Full Time
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.

OPERATIONS

We'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 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.

LOS ANGELES

Our Los Angeles office is found in the center of downtown LA. Our office is in one of the city's tallest buildings with panoramic views of the Pacific Ocean, the mountains and the Hollywood sign. Inside, the office is full of plants and beautiful furniture, with amenities and work areas that allow Farfetchers to design their day to be the best it can be. Some of the main teams located here include Operations, Customer Service and Production.

THE ROLE

Reporting to the Customer Service Manager, you will ensure excellent customer service delivered to both our customers and partners across every communication channel. You will manage a team of Customer Service Advisors to ensure productivity and delivery of service excellence. You will be a true ambassador for your team and for FARFETCH while being a Customer Service expert and coach. Our Customer Service teams are important to our business and contribute to the growth of the organization across all lines of business, through customer engagement and expert product and service knowledge. This is a great opportunity for a Customer Service leader looking to further their career at FARFETCH.

WHAT YOU'LL DO

    • You will set clear goals for Customer Service Advisors and manage their performance
    • Monitor real-time workload and queues/backlog across all channels; reallocate team
    • You will be the point of escalation for the team for customer complaints and IT related support resolution
    • You will identify training needs, train Customer Service Advisors, and coordinate with the global training team for education
    • You will share relevant customer insights with the wider management team and other operational departments and come up with solutions that can help us solve customer pain points, based on the insights gathered
    • You will manage team attendance and report any discrepancies to Workforce Management
    • You will lead Kaizen/continuous improvement efforts with the team to guarantee a high level of service
    • You will work with global CS Supervisors to ensure consistency and understanding
    • You will participate in meetings, workshops, training to review service performance and receive additional information and updates to be communicated across the team


WHO YOU ARE

    • You have experience managing customer service teams
    • You have experience assessing performance and providing valuable feedback
    • You are analytical and innovative
    • You can lead and motivate a team
    • You are driven, self-assured, and articulate
    • You are a problem-solver with a solutions-oriented mindset
    • You understand fashion brands and customer service principles
    • You are a proficient user of IT systems, both customer service specific and Windows packages
    • You have strong listening skills
    • You have a positive, can-do attitude to change and achieve our goals
    • You can be available to work possible evenings, weekends, and holidays when needed


REWARDS & BENEFITS

    • FARFETCH Equity plan and annual discretionary bonus
    • Medical, dental, vision, with flexible spending account
    • 401K plus company match, PTO and volunteer days
    • Wellness, and cell phone reimbursements
    • Family Lunch, catered weekly when in office


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.


We are looking for a Customer Service Supervisor to join our Operations team in Los Angeles!${description2}

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