Customer Operations Technician

Porto - Portugal

Monthly Salary: Not Disclosed

Posted on: 8 hours ago

Vacancies: 1 Vacancy

Job Summary

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 1400 of the worlds 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

Reporting to Customer Operations Supervisor the Customer Operations Technician manages operational back-office case management in refunds for returns compensations to customers and partners and for managing all delivery issues working with the couriers and other internal departments thus contributing to the Farfetchs customer experience.

WHAT YOULL DO

Provide an optimum level of service to all of our teams resolving their queries and requests across multiple channels within our customer promise
Take ownership of case resolution finding the best solutions according to the companys process and guidelines
Manage demanding issues with professionalism and emotional intelligence focusing on solution and retention
Advocate your teams needs working with other internal teams namely by identifying and boosting localization initiatives
Manage 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

Customer-oriented mindset;
Take problems as growing opportunities;
Capable of working under pressure and achieve in the agreed deadlines;
Fluency in English is mandatory (verbal and written) and second language is a plus;
Knowledgeable of excel (can maintain complex spreadsheets);
Knowledgeable of retail and finance concepts/ processes is a plus;
Fond of multicultural environments;

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

EQUAL OPPORTUNITIES STATEMENT

Farfetch is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment 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 may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.

Required Experience: