Customer Operations Technician

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. PORTO Our office is near Porto, in the north of Portugal, and is located in a vibrant business hub. It offers a dynamic and welcoming environment where our employees can connect and network with a large community of tech professionals. THE ROLE Reporting to Customer Operations Supervisor, the Customer Operations Technician manages operational back-office case management in refunds for returns, compensations to customers and partners, and for managing all delivery issues working with the couriers and other internal departments thus contributing to the Farfetch's customer experience. WHAT YOU'LL DO Provide an optimum level of service to all of our teams, resolving their queries and requests across multiple channels within our customer promise Take ownership of case resolution, finding the best solutions according to the company’s process and guidelines Manage demanding issues with professionalism and emotional intelligence focusing on solution and retention Advocate your team's needs working with other internal teams, namely by identifying and boosting localization initiatives Manage your own development and supporting others to maximize team potential Actively contribute to a great work environment and the alignment with FARFETCH and strategic partners' values in the team WHO YOU ARE Customer-oriented mindset; Take problems as growing opportunities; Capable of working under pressure and achieve in the agreed deadlines; Fluency in English is mandatory (verbal and written) and second language is a plus; Knowledgeable of excel (can maintain complex spreadsheets); Knowledgeable of retail and finance concepts/ processes is a plus; Fond of multicultural environments; REWARDS & 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 FARFETCH Equity plan 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.