Tech Stack
Job Description, Responsibilities & Requirements
About the Position
Customer Service Advisor - English Speaker
Location: Mexico City, MX
Employment Type: Permanent
Work Location: Remote
Farfetch exists for the love of fashion. We believe in empowering individuality. Our mission is to be the global platform for luxury fashion, connecting creators, curators, and consumers.
We're a diverse and global community made up of Farfetchers, our partners, and our customers, which we believe is at the heart of our success. Everything we do is centered around our values - Be Human, Think Global, Be Revolutionary, Todos Juntos, Be Brilliant, Amaze Customers - which define our beliefs and our actions. We welcome difference and foster a consciously inclusive environment for everyone. We are Farfetch For All.
Responsibilities
As a Customer Service Advisor, you will have a vital role in the Customer Service Department, where you are responsible for:
- Mentoring and providing direction to less experienced Customer Service Representatives
- Solving customer inquiries and problems
- Improving strategies and procedures
- Conducting extensive research to resolve complex customer problems
- Assisting managers and supervisors in handling escalated inquiries or complaints
- Providing feedback and presenting ideas for improving or implementing processes and tools with an overall customer service impact
- Interacting with the immediate team and communicating with other departments
Requirements
- Interpersonal verbal communication skills: Build rapport and trust, deliver information in an easy-to-understand manner, and clearly articulate why a solution is the best course of action
- Interpersonal written communication skills: Accurately document activity in proper business writing
- Analytical, critical, and design thinking: Ability to break down complex problems into sequential priorities and then select solutions to resolve the entire problem
- Desire to learn: Seeks opportunities to improve depth/breadth of knowledge and personal performance
- Conflict resolution skills
- Critical mindset and good sense of judgment
- Knowledge about internal procedures and business model
- Excellent listening skills
- Attention to detail
- Task prioritization
- Time management
- Available to work on rotating shifts
- Ability to exceed customer expectations
Nice to Have
- Interpersonal skills
- Analytical skills
- Attention to detail
- Desire to learn
We Offer
- Competitive salary
- Permanent employment
- Remote work options
- Professional development opportunities
About the Company
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.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. 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.
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