Customer Service Supervisor - English Speaker

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 fulfilment 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.

THE ROLE

This role has key responsibilities to ensure that the highest levels of customer service are delivered to both our consumers and partners at all times and via every communication channel, as well as overseeing the customer service team.

• Oversee the customer service team daily work towards operational targets;
• Train/coach team members;
• Handle customer escalations;
• Identify key areas for improvement in terms of the standards of service, current policies, operative mode towards efficiency and customer/client satisfaction;
• Propose projects and initiatives to tackle those areas for improvement and oversee its implementation and success; 
• Be the face of FARFETCH and bring the Voice of the Customers to our partners;

• Experienced in customer service, preferably in a fashion retail environment;
• Able to work under pressure in a fast-paced environment;
• Able to confidently lead and organize a team;
• Critical thinking to contribute to service improvement;
• Analytical skills;
• Knowledgeable of fashion/fashion brands;
• Proficient in using IT systems, both customer service specific and windows packages;
• Excellent in verbal and written communication skills - Fluent English mandatory;
• Able to exceed customer expectations;
• Excellent in listening;
• Hardworking and passionate;
• Available to work on rotating shifts if required.

• 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.