About the Position

Customer Service Advisor (Italian Speaker)

Location: Lisbon, Portugal

Company: Farfetch

Employment Type: Full-time

Work Location Type: Hybrid

Responsibilities

As a Customer Service Advisor, you will:

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;
Manage your own development and support 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

Experienced in customer service (minimum of 1 year), preferably in a fashion and/or e-commerce environment;
Excellent English and Italian proficiency in written and spoken form (mandatory);
Good IT skills (both customer service specific and windows packages) that enjoys guiding our customers when navigating our digital platforms.
Excellent communication skills, with the ability and confidence to resolve complex customer issues with a positive approach;
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.

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.

Scam Disclaimer

It has come to our attention that there may be fraudulent activities involving individuals or organizations falsely claiming to represent Farfetch in order to attract candidates to a SCAM. Please be aware that Farfetch does not conduct recruitment processes through messaging apps or any unofficial communication channels, other than our official careers website. Additionally, Farfetch will never ask candidates for any form of payment during the recruitment process.

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.

About the Company

Farfetch is a leading global marketplace for the luxury fashion industry. The Farfetch Marketplace connects customers in over 190 countries and territories with items from more than 50 countries and over 1,400 of the world’s best brands, boutiques, and department stores, delivering a truly unique shopping experience and access to the most extensive selection of luxury on a global marketplace.

Our Lisbon office provides a dynamic workspace, surrounded by the city's top cafés, restaurants, and stunning riverfront views. It seamlessly blends innovation with the capital's cosmopolitan and creative energy.

Customer Service Advisor (Italian Speaker)

Job description