Customer Service Advisor – English Speaker (Rotating Shifts)

About the role

As a Customer Service Advisor for Farfetch Platform Solutions, you will be the front‑line voice for customers and strategic partners, delivering exceptional support across email, phone and chat. Based in the vibrant Porto office, you will work in a fast‑paced fashion e‑commerce environment, helping shoppers discover and enjoy luxury products.

Key responsibilities

• Serve as the first point of contact, handling queries and requests through multiple channels while meeting Farfetch’s service promise.
• Provide product and service information, offering expert advice to customers and partners.
• Take ownership of case resolution, following company processes to find optimal solutions.
• Manage demanding customers with professionalism, focusing on solution and retention.
• Advocate for customer needs by collaborating with internal teams and supporting localisation initiatives.
• Contribute to team development and maintain a positive work environment aligned with Farfetch values.

Required profile

• Minimum 1 year of experience in customer service, preferably in fashion or e‑commerce.
• Excellent written and spoken English proficiency.
• Strong communication skills and emotional intelligence.
• Ability to work rotating shifts and handle high‑volume interactions.

Required skills

• Proficiency with Microsoft Office (Word, Excel, PowerPoint).
• Comfortable using Windows operating system and basic IT tools.