Customer Service Supervisor (São Paulo)

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 charming boutiques from around the world. Farfetch opens a world of luxury for endless expressions of style, delivering a truly unique shopping experience and access to the most extensive selection of luxury on a global marketplace.

OPERATIONS

The Operations team serves as the backbone of our marketplace, seamlessly managing the entire order journey. From creating online content and ensuring secure payments to order fulfillment and delivery, while providing comprehensive customer and partner care, this team is relentlessly focused on improving the customer experience every single day.

SÃO PAULO
(Brooklin Paulista)

Our São Paulo office is situated in Brooklin Paulista, a premier district in the South Zone famous for its ideal balance of major business centers and sophisticated residential neighborhoods. This modern, well-structured location embodies our vision of a vibrant urban hub with a distinct international energy.

THE ROLE

This role has key responsibilities to ensure the highest levels of customer service are delivered to our consumers and partners at all times, across every communication channel, and to oversee the customer service team. Reporting to the Customer Service Manager, you will have the opportunity to gain excellent hands-on experience in a fast-paced fashion marketing environment, with that experience broadening as the team grows.

WHAT YOU’LL DO :
• Oversee the customer service team's daily work towards operational targets;
• Train/coach team members where necessary;
• Handle customer escalations;
• Provide information regarding products/services and other related inquiries;
• Be the face of Farfetch to our customers and partners alike.

WHO YOU ARE:
• Experienced in customer service, preferably in a fashion retail environment;
• Able to work under pressure in a fast-paced environment;
• Able to confidently lead and organize a team;
• Critical thinking to contribute to service improvement;
• Analytical skills;
• Knowledgeable of fashion/fashion brands;
• Proficient in IT systems and the Google Workspace suite, with Salesforce experience highly desirable;
• Excellent verbal and written communication skills;
• Able to exceed customer expectations;
• Excellent at listening;
• Fluent in English;
• Hardworking and passionate.

REWARDS & BENEFITS:
• Life insurance, health insurance and dental
• Gym membership, meal allowance and transportation vouchers
• Nursery reimbursement
• Special discounts at farfetch.com and brownsfashion.com

EQUAL OPPORTUNITIES:
• 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.