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Job Overview
Location
London, London, Japan
Job Type
Full-time
Category
Customer Success
Date Posted
November 11, 2025
Full Job Description
đź“‹ Description
- • Be the unmistakable voice of FARFETCH for Japan’s most style-savvy clientele. In this permanent, fully-remote role you will own every interaction—from a first-time shopper in Sapporo asking about Rick Owens sizing to a VIP in Ginza who needs a rare Fendi baguette delivered before a red-carpet event. Each conversation is an opportunity to reinforce our reputation as the world’s leading luxury fashion platform.
- • Deliver world-class support across email and telephone, handling 40–60 contacts per day in flawless Japanese and confident English. You will craft responses that feel personal, accurate, and unmistakably on-brand, whether you are calming a customer whose ¥400,000 order is delayed by customs or upselling matching Balenciaga sneakers to complete a look.
- • Master our global knowledge base and localise it for Japanese expectations. You will stay ahead of new-season drops, exclusive collaborations, and emerging designers so you can recommend the perfect piece, explain fabrication nuances, and resolve authenticity questions with authority.
- • Own end-to-end case management inside Salesforce Service Cloud. You will log, triage, investigate, and resolve issues while collaborating cross-functionally with Payments, Fraud, Logistics, and Partner Care teams across London, Lisbon, and Shanghai. When escalation is required, you will brief senior stakeholders with concise, data-backed summaries and push for rapid resolutions.
- • Protect the FARFETCH promise by spotting patterns in customer feedback. If courier delays spike in Kansai or a sizing chart confuses shoppers, you will flag the trend, propose fixes, and see the change through to live implementation. Your insights directly influence site improvements and partner guidelines.
- • Champion our “Positively FARFETCH” culture by turning routine support into memorable moments. Surprise a customer with a handwritten thank-you note, upgrade shipping on a birthday order, or arrange a same-day replacement for a damaged handbag—all within policy but always with genuine warmth.
- • Thrive in a multicultural, high-performance team. You will join daily 15-minute huddles, share best-practice macros, and contribute to a living knowledge base that empowers 1,000+ advisors worldwide. Your feedback shapes training modules and helps onboard the next wave of talent.
- • Work flexibly from anywhere in Japan. We provide a MacBook, noise-cancelling headset, ergonomic chair, and a monthly ¥5,000 internet stipend so your home office feels as premium as the products we sell. Core coverage hours are 9 a.m.–6 p.m. JST, but you can split shifts around school runs or surf sessions.
- • Meet ambitious yet human-centric KPIs: first-response time under 30 minutes, CSAT above 90 %, quality scores in the top quartile. We celebrate metrics, but we celebrate customer love letters even more.
- • Grow without limits. Top performers move into Senior Advisor, Quality Coach, or Supervisor roles within 12–18 months. You will have access to LinkedIn Learning, fashion-house masterclasses, and mentorship from leaders in London, Lisbon, and Shanghai. Your career path is limited only by your ambition.
🎯 Requirements
- • 1+ year of customer-service experience, preferably in fashion, luxury, or e-commerce
- • Native or business-fluent Japanese (JLPT N1 or equivalent) with impeccable keigo etiquette
- • English reading proficiency at TOEIC 700+ to navigate global systems and policy documents
- • Proven written communication skills—able to craft concise, grammatically perfect emails that still feel warm and personal
- • Tech-savvy: comfortable with CRM platforms (Salesforce a plus), MS Office or Google Workspace, and able to learn new tools quickly
🏖️ Benefits
- • Generous annual leave plus all Japanese national holidays and an extra birthday day-off
- • Fully remote setup with ergonomic equipment provided and monthly ¥5,000 connectivity stipend
- • Flexible working hours—core coverage 9 a.m.–6 p.m. JST but no rigid shift patterns
- • Exclusive FARFETCH employee discount on luxury fashion and early access to global sales
- • Annual career development budget for language courses, fashion certifications, or leadership training
Skills & Technologies
Remote
Degree Required
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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