Order Support Specialist

FARFETCH UK Limited

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• As an Order Support Specialist at Farfetch, you will be an integral part of the Operations Service Management (OSM) team, playing a crucial role in ensuring the seamless and exceptional experience of our Enterprise-grade Clients on the Farfetch platform.
• This position is pivotal in supporting the entire order journey, from initial customer interaction through to final delivery and post-purchase support, acting as a key liaison between our clients, internal teams, and external partners.
• You will be responsible for managing and resolving a wide range of order-related inquiries and issues, demonstrating a deep understanding of the luxury fashion e-commerce landscape and Farfetch's operational processes.
• Your primary focus will be on providing timely, accurate, and empathetic support to our Enterprise Clients, ensuring their satisfaction and fostering long-term relationships.
• This involves meticulously tracking orders, investigating discrepancies, troubleshooting delivery challenges, and coordinating with various departments such as Logistics, Commercial, Tech, and Finance to find effective solutions.
• You will be expected to develop a comprehensive understanding of the Browns business operations and how they integrate with the broader Farfetch group, contributing to the continuous improvement of our support model.
• Proactively identify potential issues and implement preventative measures to minimize disruptions to the client experience.
• Collaborate closely with the Commercial and Partner teams to ensure clients are fully informed about order status, potential delays, and resolution outcomes.
• Maintain detailed and accurate records of all client interactions, issues, and resolutions within our CRM system, contributing to a robust knowledge base.
• Analyze support trends and provide feedback to relevant teams to drive process enhancements and improve overall service quality.
• You will be a key point of contact for clients experiencing issues with their orders, requiring excellent communication skills to de-escalate situations and provide clear, concise information.
• This role demands a proactive approach to problem-solving, requiring you to think critically and creatively to overcome obstacles and deliver outstanding service.
• You will contribute to building and maintaining strong relationships with our Enterprise Clients, understanding their unique needs and expectations within the luxury fashion market.
• By ensuring the smooth execution of the order process, you will directly impact client retention and satisfaction, reinforcing Farfetch's reputation as a leader in luxury e-commerce.
• You will work within a dynamic and fast-paced environment, adapting quickly to changing priorities and business needs.
• The opportunity exists to gain a transversal understanding of how the Browns business operates and how it enables the wider Farfetch group, offering significant professional development.
• You will be part of a supportive and collaborative team, working alongside experienced professionals who are passionate about delivering excellence.
• Your contributions will directly influence the operational efficiency and customer-centricity of Farfetch's platform, making a tangible impact on the business.
• This role requires a keen eye for detail, a commitment to quality, and a passion for providing exceptional customer service in the high-stakes world of luxury fashion.
• You will be empowered to take ownership of client issues, driving them to successful resolution and ensuring a positive post-purchase experience.
• By effectively managing order support, you will help uphold Farfetch's commitment to delivering a world of luxury with unparalleled service.
• You will be instrumental in refining our support model for Enterprise Clients, contributing to strategic initiatives aimed at enhancing client satisfaction and operational excellence.
• This position offers a unique chance to develop expertise in e-commerce operations, client relationship management, and the intricacies of the global luxury fashion market.
• You will be expected to stay updated on industry best practices and emerging trends in customer support and e-commerce operations.
• Your role will involve navigating complex systems and processes to efficiently resolve client queries and ensure the integrity of order data.
• You will act as a brand ambassador, representing Farfetch's commitment to premium service and client care in every interaction.
• The ability to work independently while also being a strong team player will be essential for success in this role.
• You will contribute to a culture of continuous improvement, actively seeking opportunities to enhance workflows and client support strategies.
• Ultimately, you will be a trusted partner for our Enterprise Clients, ensuring their journey with Farfetch is as seamless and luxurious as the products they purchase.

🎯 Requirements

• Proven experience in a customer support, order management, or client service role, preferably within e-commerce or a related industry.
• Excellent communication and interpersonal skills, with the ability to articulate complex information clearly and empathetically.
• Strong problem-solving abilities and a proactive approach to identifying and resolving issues.
• Proficiency in using CRM systems and other relevant support tools.
• Fluency in English (written and spoken) is essential, with additional languages being a strong asset.

🏖️ Benefits

• Competitive salary and benefits package.
• Opportunity to work in a dynamic and fast-paced global e-commerce company.
• Professional development and growth opportunities within the Operations team.
• Be part of a vibrant and international team in a modern office environment near Porto.
• Contribute to the leading global platform for the luxury fashion industry.

Skills & Technologies

Onsite

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FARFETCH UK Limited

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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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