Job Overview
Location
PT Lisboa, Portugal
Job Type
Full-time
Category
Other
Date Posted
May 23, 2026
Full Job Description
đź“‹ Description
- • Serve as the primary point of contact for Farfetch customers across 190+ countries, providing expert support via phone, email, and chat to resolve inquiries related to orders, deliveries, returns, and product information.
- • Deliver exceptional, luxury-grade customer service by embodying Farfetch’s commitment to seamless and memorable shopping experiences, ensuring every interaction reflects the brand’s high standards.
- • Assist customers in discovering and navigating the extensive global selection of luxury fashion items from over 1,400 brands, boutiques, and department stores on the Farfetch marketplace.
- • Handle order fulfillment inquiries, including tracking, delays, missing items, and delivery issues, while coordinating with internal teams to ensure timely resolutions.
- • Support customers through payment and fraud prevention processes, ensuring compliance with security protocols while maintaining a courteous and reassuring tone.
- • Manage post-purchase support, including returns, exchanges, and refund processing, adhering strictly to Farfetch’s global policies and procedures.
- • Maintain accurate and detailed records of all customer interactions in the CRM system, ensuring data integrity and enabling continuous service improvement.
- • Collaborate with cross-functional teams including logistics, fraud, and partner management to resolve complex customer issues and improve overall service quality.
- • Adapt to rotating shift patterns, including weekends and holidays, to provide 24/7 customer support aligned with global customer time zones.
- • Stay updated on new product launches, seasonal collections, and platform updates to provide accurate and informed assistance to customers.
- • Uphold Farfetch’s operational excellence standards by consistently meeting performance metrics related to response time, resolution rate, and customer satisfaction.
- • Represent Farfetch Platform Solutions as a trusted and knowledgeable ambassador, fostering customer loyalty through empathetic, efficient, and personalized service.
- • Participate in ongoing training programs to enhance product knowledge, service skills, and familiarity with evolving platform features and policies.
- • Maintain a professional demeanor under pressure in a fast-paced, high-volume environment while managing multiple customer inquiries simultaneously.
- • Contribute to a positive team culture by supporting colleagues, sharing best practices, and actively engaging in feedback sessions to improve team performance.
- • Ensure all communications adhere to Farfetch’s brand voice, emphasizing luxury, discretion, and exceptional service in every customer interaction.
🎯 Requirements
- • Native or fluent English speaker with excellent verbal and written communication skills
- • Experience in customer service, preferably in e-commerce, luxury retail, or fashion industry
- • Ability to work rotating shifts, including evenings, weekends, and holidays
- • Proficiency in using CRM systems and digital support platforms
- • Strong problem-solving skills with a customer-first mindset
- • High attention to detail and accuracy in handling sensitive customer data and transactions
🏖️ Benefits
- • Competitive salary with performance-based incentives
- • Flexible working hours within rotating shift structure
- • Access to exclusive Farfetch discounts on luxury fashion products
- • Professional development and career advancement opportunities within Farfetch
Skills & Technologies
Onsite
About FARFETCH UK Limited
Farfetch operates a global luxury fashion marketplace connecting boutiques, brands and consumers. The platform integrates inventory from independent retailers and direct brand partners, offering apparel, accessories, footwear and beauty products across 190 countries. Founded in 2007, the company provides logistics, payments and technology infrastructure while maintaining a distributed fulfillment model. Services include e-commerce, in-store technology, digital marketing and supply chain solutions for luxury fashion businesses worldwide.
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