Farfetch exists for the love of fashion. We believe in empowering individuality. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers.   We're a diverse and global community made up of Farfetchers, our partners and our customers, which we believe is at the heart of our success. Everything we do is centred around our values - Be Human, Think Global, Be Revolutionary, Todos Juntos, Be Brilliant, Amaze Customers - which define our beliefs and our actions. We welcome difference and foster a consciously inclusive environment for everyone. We are Farfetch For All.   Operations We're passionate about operational excellence, acting with our customers always in our heart. From Content Creation, to Payments and Fraud, to Delivery and Customer Care Services, we're creating seamless and luxury experiences for our customers all around the world. THE ROLE * As a Customer Service Advisor you have a vital role in the Customer Service Department, where you are responsible for mentoring, reporting to supervisors, as well as solving customer inquiries and problems and improving strategies and procedures. WHAT YOU'LL DO * Provide subject matter expertise and interpretation of procedures to less experienced Customer Service Representatives and provide direction to meet defined productivity and performance goals; * Conduct extensive research to resolve complex customer problems and assist managers and supervisors in handling escalated inquiries or complaints; * Provide feedback and present ideas for improving or implementing processes and tools with an overall customer service impact; * Interact with immediate team and communicate with other departments * Interpersonal verbal communication skills that build rapport and trust, deliver information in an easy to understand manner, and clearly articulate why a solution is the best course of action; * Interpersonal written communication skills to accurately document activity in proper business writing * Ability to breakdown complex problems into sequential priorities and then select solutions to resolve the entire problem (Analytical, critical and design thinking) * Seeks opportunities to improve depth/breadth of knowledge and personal performance (Desire to learn) WHO YOU ARE * You have good interpersonal and soft skills; * You have excellent communication skills, both verbal and written; * You have the ability to work under pressure in a fast-paced environment; * You have good conflict resolution skills; * You have a critical mindset and good sense of judgement; * You have Knowledge about internal procedures and business model; * Excellent in listening; * Be attentive to Detail; * Able to prioritise tasks wisely * Time Management; * Available to work on rotating shifts; * Able to exceed customer expectations. EQUAL OPPORTUNITIES STATEMENT FARFETCH is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law. We continue to build our consciously inclusive culture as part of our Positively FARFETCH strategy throughout our business, partnerships and communities.