Job Overview
Location
Porto
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, providing expert support via phone, email, and chat to resolve inquiries related to orders, deliveries, returns, payments, and product information.
- • Deliver exceptional customer service aligned with Farfetch’s luxury brand standards, ensuring every interaction is personalized, timely, and reflects the premium experience expected by global clients.
- • Navigate and utilize internal systems to track orders, process returns, manage payment issues, and verify fraud compliance while maintaining strict adherence to company protocols and data security policies.
- • Assist customers in discovering and accessing Farfetch’s extensive selection of luxury products from over 1,400 global brands, boutiques, and department stores across 50+ countries.
- • Collaborate with internal teams including logistics, payments, and partner support to resolve complex customer issues and ensure seamless end-to-end order fulfillment.
- • Maintain accurate and detailed records of all customer interactions in the CRM system, ensuring consistency and continuity across support channels.
- • Adapt to rotating shift schedules, including weekends and holidays, to provide 24/7 customer support coverage for Farfetch’s international customer base across 190+ countries and territories.
- • Proactively identify and escalate recurring customer concerns or systemic issues to supervisors to contribute to continuous service improvement and operational efficiency.
- • Uphold Farfetch’s commitment to operational excellence by consistently meeting performance metrics related to response time, resolution rate, customer satisfaction, and quality assurance standards.
- • Represent Farfetch Platform Solutions as a trusted advisor, building customer loyalty through empathy, clarity, and a deep understanding of luxury fashion retail dynamics.
- • Participate in ongoing training programs to stay updated on new product launches, platform features, policy changes, and customer service best practices.
- • Maintain a professional and courteous demeanor in all communications, even under high-pressure situations or with emotionally charged customer interactions.
- • Contribute to a positive team culture by supporting colleagues, sharing knowledge, and embracing feedback to enhance individual and team performance.
- • Ensure all customer interactions comply with regional regulations and Farfetch’s global compliance framework, particularly regarding data privacy and financial transactions.
- • Demonstrate a passion for luxury fashion and a genuine interest in enhancing the customer journey through attentive, thoughtful, and efficient service.
🎯 Requirements
- • Native or fluent English speaker with excellent verbal and written communication skills
- • Ability to work rotating shifts, including evenings, weekends, and public holidays
- • Proven experience in customer service, preferably in e-commerce, luxury retail, or fashion industry
- • Proficiency in using CRM systems and digital support platforms
- • Strong problem-solving skills with attention to detail and accuracy
- • Ability to remain calm, empathetic, and professional under pressure
🏖️ Benefits
- • Competitive salary with performance-based incentives
- • Flexible working hours within rotating shift structure
- • Opportunities for career growth within Farfetch’s global operations
- • Access to exclusive employee discounts on luxury fashion products
- • Professional development and training programs
- • Dynamic work environment in Porto with modern facilities
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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