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.
TOKYOOur Tokyo office is positioned in the central fashion district, Harajuku / Omotesando, where Japanese street trends flourish.
THE ROLEYou will work with a dynamic and international team in the middle of Tokyo to gain excellent experience in a fast paced fashion environment. You will contribute to the growth of a new fashion e-commerce website by taking care of customers inquiries to provide them the best experience possible. For the first period you will be trained and assisted by the senior staff in the Customer Service Team to learn how to use the basic features of the system.You will take care of phone calls and e-mails from customers in Japanese and inquiries from customers all over the world through a ticket-based system (Japanese and English). You will handle customers' related communication to offer a smooth experience on our website. You will work with an international team reporting to the Customer Service Supervisor/Manager in Japan.WHAT YOU'LL DOYou will be part of the Customer Service team and manage all customers inquiries by phone call and email (the main part will be in Japanese and then English)You will provide correct information to the customers promptlyYou will resolve problems and share information by making full use of multiple IT systemsYou will work together with the local and global Operations team to provide the best customer experienceYou will provide feedback and experience with the customers to your direct managerWHO YOU AREYou are Native in JapaneseYou have Business level English in Reading and Writing (TOEIC score 750 level or above)You have work experience in call centers (calls and email) or in customer hospitality (airlines/airport ground staff, boutiques etc.)You have experience in B2C customer serviceYou are a proficient user of IT systems, both customer service specific and Windows packages (experience using Salesforce is a plus)You can achieve the agreed target results and can meet customers' high expectationsYou can define a tone of voice that reflects the FARFETCH brandYou have knowledge or interest in fashion (preferably luxury fashion)REWARDS & BENEFITS(In principle) full remote. *There is a possibility that you may be asked to come to the office, so only those who live in the Tokyo area are eligible.Special discounts at andAnnual Leave entitlement above statutoryWell-being support and toolsVolunteer opportunities and Giveback DaysEQUAL OPPORTUNITIES STATEMENTFARFETCH 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.We're looking for a Customer Service Advisor to join the FARFETCH Customer Service team in Japan!