Customer Service Advisor (German Speaker)

Farfetch is a leading global marketplace for the luxury fashion industry, connecting customers in over 190 countries with items from more than 50 countries and over 1,400 of the world’s best brands and charming boutiques from around the world. Farfetch opens a world of luxury for endless expressions of style, delivering a truly unique shopping experience and access to the most extensive selection of luxury on a global marketplace.  OPERATIONS The Operations team serves as the backbone of our marketplace, seamlessly managing the entire order journey. From creating online content and ensuring secure payments to order fulfillment and delivery, while providing comprehensive customer and partner care, this team is relentlessly focused on improving the customer experience every single day. PORTO Our office is near Porto, in the north of Portugal, and is located in a vibrant business hub. It offers a dynamic and welcoming environment where our employees can connect and network with a large community of tech professionals. THE ROLE As a Customer Service Advisor, you are  the face and voice of Farfetch strategic partners and a key team member who loves and understands customers, keeping them front of mind. Exceeds their expectations by providing exceptional service through the quality, speed and efficiency of your support and delivering an unforgettable experience while helping them discover our partner’s amazing products selection. Reporting to the Customer Service Supervisor, you will gain excellent hands-on experience in a fast-paced fashion environment. WHAT YOU'LL DO

Be the first point of contact, providing an optimum level of service to all of our German 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.

WHO YOU ARE

Experienced in customer service (minimum of 1 year), preferably in a fashion and/or e-commerce environment;

Fluent in English and German (mandatory);

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.

REWARDS & BENEFITS

Health insurance for the whole family, flexible working environment and well-being support and tools

Extra days off, sabbatical program and days for you to give back for the community

Training opportunities and free access to Udemy

Flexible benefits program

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. 

SCAM DISCLAIMER

It has come to our attention that there may be fraudulent activities involving individuals or organizations falsely claiming to represent Farfetch in order to attract candidates to a SCAM. Please be aware that Farfetch does not conduct recruitment processes through messaging apps or any unofficial communication channels, other than our official careers website. Additionally, Farfetch will never ask candidates for any form of payment during the recruitment process.