Customer Service Supervisor (Late Shift)

Farfetch · PT Lisboa, Portugal

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. 
 
LISBON  
The FARFETCH office located within the Sítio co-working space network in Lisbon is designed to be a highly flexible and well-connected hub. This is centrally-located workspace close to major business areas, and a vibrant spot. 
 
THE ROLE 
As a Customer Service Supervisor, you will play a pivotal role in ensuring the consistent delivery of exceptional service to both our customers and brand partners across all communication channels. You will lead, coach and support a team of Customer Service Advisors, driving performance, service excellence and customer satisfaction. You will oversee day-to-day operations, monitor key performance indicators, identify process improvement opportunities and act as an escalation point for complex customer issues. 
 
Please note that this role is for a fixed schedule from Saturday to Wednesday, 2pm to 11pm. 

WHAT YOU'LL DO

  • Oversee the customer service team daily work towards operational targets;
  • Train/coach and develop team members;
  • Handle customer escalations;
  • Provide information regarding products/services and other related inquiries;
  • Be the face of Farfetch to our customers and partners alike;
  • Be the voice of the customer to Farfetch internal teams. 

    • WHO YOU ARE

  • Experienced in customer service, ideally within fashion, retail, luxury or e-commerce;
  • Previous experience leading, coaching or supporting a customer service team;
  • Able to organise workloads, manage priorities and support daily team operations;
  • A confident problem-solver with the ability to handle customer escalations and resolve issues effectively;
  • Analytical, with the ability to use data and reports to identify trends and improve performance;
  • Proficient in customer service systems and Microsoft Office applications;
  • A strong communicator who works well with colleagues and stakeholders;
  • Fluent in English, with excellent written and verbal communication skills;
  • Available to work late shift. 

    • REWARDS & BENEFITS

  • Health insurance for the whole family, flexible working environment and well-being support and tools;
  • Training opportunities and free access to Linkedin Learning;
  • Flexible benefits program.

    • EQUAL OPPORTUNITIES

  • 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. 

    • Support pay context

    Based on 801 disclosed Support salaries on RoleSuite, the role pays a median of $68K/year, with most offers between $53K and $108K (10th–90th percentile: $44K–$155K).

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