Customer Service Advisor – English Speaker (Rotating Shifts)

About the role

We are looking for an English‑speaking Customer Service Advisor to join Farfetch’s Platform Solutions team in Lisbon. You will be the first point of contact for customers and partners, handling enquiries across email, phone and chat while delivering the high‑quality, fast‑paced service expected in luxury e‑commerce.

Key responsibilities

• Respond to customer queries via email, phone and live chat, adhering to Farfetch’s service standards.
• Provide product and service information, guiding users through the digital platform.
• Take ownership of cases, resolve issues efficiently and follow company processes.
• Manage demanding situations with professionalism, focusing on solutions and customer retention.
• Collaborate with internal teams to advocate for customer needs and support localisation initiatives.
• Contribute to team development and maintain a positive work environment.

Required profile

• Minimum 1 year experience in customer service, preferably in fashion or e‑commerce.
• Fluent written and spoken English.
• Strong communication skills and emotional intelligence.
• Ability to work rotating shifts.

Required skills

• Proficiency with Windows operating system and standard office applications.