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About the role
Key responsibilities & impact- Be the first point of contact, providing an optimum level of service to all of our 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.
Requirements
What you’ll need- Experienced in customer service (minimum of 1 year), preferably in a fashion and/or e-commerce environment
- Someone with excellent English and Italian proficiency in written and spoken form (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
- Someone with natural multi-tasking ability, with an excellent eye for detail, critical thinking and good organizational skills
- Passionate and knowledgeable of sports and sportswear is a plus
- Self-driven person, but also a strong team player
- Available to work on late shifts
Benefits
Comp & perks- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer serviceIT skillsWindows packagescritical thinkingorganizational skills
Soft Skills
communication skillsemotional intelligencemulti-taskingproblem-solvingteam playerself-drivenattention to detail