Customer Operations Technician

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 by 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.OPERATIONSWe're passionate about operational excellence, acting with our customers and partners always in our heart. Covering the entire order journey, we create our online content, secure payments and fraud process compliance, ensure order fulfilment 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.PORTOOur Porto office is located in Portugal's vibrant second city, known for its history and its creative yet cosy environment. From Account Management to Technology and Product, whatever your skills are, you'll find your fit here. You can have an informal meeting in the treehouse or play the piano in your lunch break!THE ROLEReporting to Customer Operations Supervisor, the Customer Operations Technician manages operational back-office case management in refunds for returns, compensations to customers and partners, and for managing all delivery issues working with the couriers and other internal departments thus contributing to the Farfetch's customer experience. <h3>WHO YOU ARE</h3> <ul> <li>Customer-oriented mindset;</li><li>Take problems as growing opportunities;</li><li>Capable of working under pressure and achieve in the agreed deadlines;</li><li>Fluency in English is mandatory (verbal and written) and second language is a plus;</li><li>Knowledgeable of excel (can maintain complex spreadsheets);</li><li>Knowledgeable of retail and finance concepts/ processes is a plus;</li><li>Fond of multicultural environments;</li></ul> <h3>REWARDS &amp; BENEFITS</h3> <ul> <li>Health insurance for the whole family, flexible working environment and well-being support and tools</li><li>Extra days off, sabbatical program and days for you to give back for the community</li><li>Training opportunities and free access to Udemy</li><li>Flexible benefits program</li><li>FARFETCH Equity plan</li></ul>Reporting to Customer Operations Supervisor, the Customer Operations Technician is responsible for operational back-office case management in refunds for returns, compensations to customers and partners.