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Farfetch

Posted 4 months ago

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Partner Support Specialist (English Speaker)

PortoHybridFull-time

AI Summary

A Partner Support Specialist acts as the main point of contact for Farfetch partners, handling daily operational and technical queries, monitoring KPIs, and advocating for partner needs to ensure high-quality service across the partner ecosystem.

About this role

FARFETCH exists for the love of fashion. Our mission is to be the global platform for luxury fashion, connecting creators, curators, and consumers.
We're a positive platform for good, bringing together an incredible creative community made up of our people, our partners, and our customers. This community is at the heart of our business success. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone. We are FARFETCH for All.
OPERATIONS
We're passionate about operational excellence, acting with our customers and partners always in our hearts. Covering the entire order journey, we create our online content, secure payments and fraud process compliance, and ensure order fulfillment and delivery, while providing customer and partner care. In a nutshell, we love to create seamless and memorable luxury experiences for our customers all around the world.
PORTO
Our office is near Porto, in the north of Portugal, and is located in a vibrant business hub. It offers a dynamic and welcoming environment where our employees can connect and network with a large community of tech professionals.
THE ROLE
We are looking for a Partner Support Specialist and you'll be responsible for supporting the health of the partner ecosystem, strengthening the daily operational relationship with each partner, and ensuring that the partner's voice is shared throughout the organization.
You will be a part of a fast-paced, results-driven B2B team that thrives in delivering impeccable service to the Farfetch partner community of the best luxury boutiques and brands.

What you'll do

  • Act as the main point of contact for partners regarding daily operational and technical queries (e.g. order/returns issues, systems queries, customer service priorities);
  • Support partners with speed, quality and service on every communication channel;
  • Monitor operational KPIs, trend spot partners’ behaviors, and proactively seek solutions for recurring issues;
  • Work closely with internal departments to ensure that top-notch service is delivered to all internal and external customers;
  • Identify best practices and help establish process standards that guarantee consistency and efficiency at scale;
  • Drive partner satisfaction by providing effective and reliable support and identifying improvement opportunities to meet partners’ expectations;
  • Be the voice of the partner and advocate for the organization to drive value for the partner ecosystem

    • Who you are

  • Experienced in a service environment, preferably B2B;
  • Self-motivated and eager to provide impeccable service;
  • Results-driven with a natural drive for high performance;
  • Fluent in English(written and spoken);
  • Organized and detail orientated;
  • Problem solver with strong negotiation skills;
  • Able to work under pressure in a fast-paced company;
  • Focused on building long-term relationships with customers;
  • Available, reliable and accountable (flexible working hours based on partners’ needs including weekends or early/late hours at times);
  • Proficient user of IT systems, both partner service tools and windows packages including Microsoft Excel and Powerpoint

    • Skills

    B2B Customer ServiceCRMIT SystemsKPI MonitoringMicrosoft ExcelMicrosoft PowerPointOrder ManagementReturns Processing

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