Customer Operations Technician
Primary stack
Nice to have's
Job description
About the Position
Customer Operations Technician
Location: Porto, Portugal
Company: Farfetch
Employment Type: Full-time
Work Location: Hybrid
About the Role
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 boutiques. Our Operations team is the backbone of our marketplace, managing the entire order journey and providing comprehensive customer and partner care.
As a Customer Operations Technician, you will manage operational back-office case management in refunds for returns, compensations to customers and partners, and manage all delivery issues working with couriers and other internal departments. This role is crucial in contributing to Farfetch's customer experience.
Responsibilities
- Provide an optimum level of service to all 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 company’s process and guidelines.
- Manage demanding issues with professionalism and emotional intelligence focusing on solution and retention.
- Advocate your team's needs working with other internal teams, identifying and boosting localization initiatives.
- Manage your own development and support others to maximize team potential.
- Actively contribute to a great work environment and align with FARFETCH and strategic partners' values in the team.
Requirements
- Customer-oriented mindset
- Take problems as growing opportunities
- Capable of working under pressure and achieving in the agreed deadlines
- Fluency in English (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
We Offer
- Health insurance for the whole family and other well-being resources
- 25 Days of Annual Leave (above the statutory) and additional Caring Days (2 days per year)
- Boomerang: sabbatical program after 5 years of service
- Training opportunities and free access to LinkedIn Learning
- Flexible benefits program
- Flexible working environment
Equal Opportunities Statement
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.
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© Farfetch. This job description was sourced from the employer's public career page. TheJob is not the employer — we index the posting and route candidates to the source. All content rights and hiring decisions belong to the employer.
Farfetch is the online platform to shop the world’s greatest selection of luxury. The e-commerce platform partners with the world’s best luxury boutiques and brands, located from Tokyo to Toronto and from Milan to Miami. This unique business model guarantees an unparalleled range of pieces to shop; from established luxury brands to the most interesting new designers and one-of-a-kind styles.Founded in 2008 by the Portuguese entrepreneur José Neves, Farfetch is translated in 9 languages and services customers as a website and on-the-go app, making it easier than ever to shop luxury fashion. Offices are found in 11 cities globally and Farfetch express ships from partners to around 190 countries worldwide.In 2015 Farfetch developed proprietary business units Farfetch Black & White and Store of the Future to provide key technology and business solutions for brands and retailers to facilitate growth and champion innovation. The Brand also added renowned London boutique Browns to its portfolio in 2015.In May 2016 Farfetch secured a Series F round of investment of US $110 million, led by new investors Temasek, IDG Capital Partners and Eurazeo with existing investor Vitruvian Partners also participating in the round. The company is currently valued at over US $1 billion.We are a company with an entrepreneurial spirit and innovative culture. We are positive, passionate and live our values: Be Human, Be Brilliant, Todos Juntos, Be Revolutionary, Think Global and Amaze Customers day-to-day.
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