Customer Service Advisor – English Speaker (Rotating Shifts)

About the role

We are looking for an English‑speaking Customer Service Advisor to join Farfetch Platform Solutions in Lisbon. Working on rotating shifts, you will be the first point of contact for customers and partners, delivering fast, high‑quality support across email, phone and chat.

Key responsibilities

• Handle inbound customer inquiries via email, phone and chat, ensuring compliance with Farfetch’s service promise.
• Provide product and service information, guiding customers through our digital platforms.
• Take ownership of cases, resolve issues according to company processes, and aim for customer retention.
• Manage demanding situations with professionalism and emotional intelligence.
• Collaborate with internal teams to advocate customer needs and support localisation initiatives.
• Contribute to team development and maintain a positive work environment.

Required profile

• Minimum 1 year of experience in customer service, preferably in fashion or e‑commerce.
• Fluent written and spoken English.
• Strong IT aptitude and confidence using Windows‑based applications.
• Excellent communication skills and ability to resolve complex queries.

Required skills

• Windows OS