What you'll do
- Act as the main point of contact for partners regarding daily operational and technical queries (e.g. order/returns issues, systems queries, customer service priorities);
- Support partners with speed, quality and service on every communication channel;
- Monitor operational KPIs, trend spot partners’ behaviors, and proactively seek solutions for recurring issues;
- Work closely with internal departments to ensure that top-notch service is delivered to all internal and external customers;
- Identify best practices and help establish process standards that guarantee consistency and efficiency at scale;
- Drive partner satisfaction by providing effective and reliable support and identifying improvement opportunities to meet partners’ expectations;
- Be the voice of the partner and advocate for the organization to drive value for the partner ecosystem
Who you are
- Experienced in a service environment, preferably B2B;
- Self-motivated and eager to provide impeccable service;
- Results-driven with a natural drive for high performance;
- Fluent in English(written and spoken);
- Organized and detail orientated;
- Problem solver with strong negotiation skills;
- Able to work under pressure in a fast-paced company;
- Focused on building long-term relationships with customers;
- Available, reliable and accountable (flexible working hours based on partners’ needs including weekends or early/late hours at times);
- Proficient user of IT systems, both partner service tools and windows packages including Microsoft Excel and Powerpoint
Skills Required
- Experienced in a service environment, preferably B2B
- Fluent in English (written and spoken)
- Proficient user of IT systems, including Microsoft Excel and Powerpoint
What We Do
FARFETCH is the leading global platform for the luxury fashion industry. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers. Founded in 2007 by José Neves for the love of fashion, and launched in 2008, FARFETCH began as an e-commerce marketplace for luxury boutiques around the world. Today the FARFETCH Marketplace connects customers in over 190 countries and territories with items from more than 50 countries and over 1,300 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 single platform. FARFETCH’s additional businesses include Browns and Stadium Goods, which offer luxury products to consumers, and New Guards Group, a platform for the development of global fashion brands. FARFETCH offers its broad range of consumer-facing channels and enterprise level solutions to the luxury industry under its Luxury New Retail initiative. The Luxury New Retail initiative also encompasses FARFETCH Platform Solutions, which services enterprise clients with e-commerce and technology capabilities, and innovations such as Store of the Future, its connected retail solution.
