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.
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.
Our Porto office is located in Portugal's vibrant second city, known for its history and its creative yet cosy environment.
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 :
Reporting to the Customer Service Manager, you will manage a team of German Customer Service Supervisors and Advisors and will work together with them on strategy to promote excellent service excellence and exceed the customers expectations.
WHAT YOU'LL DO
You will collaborate with the Customer Service Manager on the strategy for the Customer Service team, being able to translate to it a tactical and operational plan whilst ensuring Service level agreements are achieved;
You will be an escalation point for customers and our teams for complex situations and high impact scenarios;
Understand business processes, dependencies and impacts to lead tactical projects;
You will foster a service mindset with a customer-centric approach, acting on feedback and focusing on delivering to customers;
You are a German market expert able to provide main insights and customer-focused discussions, suggesting changes, identifying risks and improvement opportunities that will will promote market growth by increasing customer satisfaction and retention while decreasing the operational costs;
You will be the driver of internal success metrics management, implementing corrective measures whenever necessary and reporting on deviations;
Support the German Customer Service supervisors to recruit and develop German Customer Service Advisors to ensure knowledge and skill-set growth;
Develop German Customer Service Supervisors to ensure knowledge and skill-set growth;
Foster an culture, being able to transmit messages in a clear way;
WHO YOU ARE
2 or more years of experience in team management preferably in a customer service environment;
Knowledgeable and experienced in e-commerce environments;
Data-driven problem solver;
Manage a team from a performance and development perspective;
Delegate and set clear goals and deadlines;
Work across all levels within an organization with collaborative approach;
Passionate for service excellence with a customer-centric mindset;
Knowledgeable about the German market and customer;
German native or fluent speaker;
Fluent in English.
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
FARFETCH Equity plan