Private Client Services Agent

FARFETCH exists for the love of fashion. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers.We're a positive platform for good, bringing together an incredible creative community made up by our people, our partners and our customers. This community is at the heart of our business success. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone. We are FARFETCH for All.

THE ROLE

Focusing on VIP Customer Experience, the main goal is to provide resolution to all issues raised in VIP orders or returns, being the first point of contact to the private client team. The team globally supports Private Client daily operational processes, contributing to offer the best and most luxury service in the luxury fashion world.

WHAT YOU’LL DO

• Liaise with Private Client team to understand daily operational issues happening to VIP customers;
• Contribute to VIP Metrics improvements both in terms of operational performance and customer retention;
• Liaise with all other operational teams to provide fast resolutions to those issues, mainly with Delivery Support, Partner Services, Customer Service, etc;
• Support the implementation of processes and initiatives with impact on the Private Client experience;
• Contribute to transform reactive into proactive actions, proposing route cause resolution of most common issues;
• Identify issue patterns and feed R&D team.

WHO YOU ARE

• A professional with strong commercial and customer focused mind set;
• A very good communicator and a professional with negotiation talent;
• Able to work under pressure in a fast-paced environment;
• Available to work in shift schedules if required;
• Have knowledge of fashion/fashion brands;
• Proficient in using IT systems, both customer service specific and windows packages;
• Fluent in English (mandatory) - Excellent in verbal and written communication skills;
• Passionate about technology, e-commerce business and fashion/luxury (as a plus).

REMUNERATION AND 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