Description
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.
OPERATIONS
We're passionate about operational excellence, acting with our customers and partners always in our heart. Covering the entire order journey, we create our online content, secure payments and fraud process compliance, ensure order fulfilment and delivery, while providing customer and partner care. In a nutshell, we love to create seamless and memorable luxury experiences for our customers all around the world.
PORTO
Our Porto office is located in Portugal's vibrant second city, known for its history and its creative yet cosy environment. From Account Management to Technology and Product, whatever your skills are, you'll find your fit here. You can have an informal meeting in the treehouse or play the piano in your lunch break!
The role:
You will be responsible for a team of German Customer Service Supervisors and Advisors and will work closely with the Customer Service Manager on strategy on execution to promote the highest level of service excellence and exceed the customers expectations.
WHAT YOU’LL DO:
- You will collaborate with the Customer Service Manager on the strategy for the Customer Service team, being able to translate to it a tactical and operational plan whilst ensuring SLAs are achieved;
- You will act as an escalation point for customers and internal teams for complex situations and high impact scenarios;
- Understand cross-functional and business processes, dependencies and impacts to drive tactical project initiatives and negotiate solutions with stakeholders;
- You will foster a service mindset with a truly customer centric approach, acting on feedback and focusing on delivering consistently high standards to customers;
- You are a German market expert able to provide key insights and customer focused discussions, suggesting changes, identifying risks and improvement opportunities that will will enable market growth by increasing customer satisfaction and retention while decreasing the operational costs;
- You will act as the driver of internal success metrics management, implementing corrective measures whenever necessary and reporting on deviations;
- Support the German Customer Service supervisors to recruit, train and develop German Customer Service Advisors to ensure knowledge and skill-set growth;
- Hire, train and develop German Customer Service Supervisors to ensure knowledge and skill-set growth;
- Foster an open and clear communication culture, being able to transmit messages in a clear and concise way;
- Lead by example and coach CS supervisors and advisors being both a mentor and a driver of quality and top performance within the team.
WHO YOU ARE:
- Experienced in team management preferably in a customer service environment;
- Knowledgeable and experienced in e-commerce environments;
- Acquainted with luxury fashion and brands (a plus);
- With strong leadership and organizational skills;
- With excellent communication and coaching skills;
- Data driven problem solver with strong time and task management skills that allow you to work in a fast paced environment;
- Able to manage and organize a team from a performance as well as development perspective;
- Able to delegate and set clear goals and deadlines;
- Able to make sound business decisions with a strong sense of urgency;
- Able to work across all levels within an organization with collaborative approach;
- A positive influencer and motivator with strong interpersonal competencies;
- Passionate for service excellence with a customer centric mindset;
- Knowledgeable about the German market and customer;
- German native or fluent speaker both verbal and written;
- Fluent in English, both verbal and written.
Before Applying