Customer Service Supervisor (English Speaker) - Lisbon


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Our client is an innovative e-commerce company that brings the world's best fashion boutiques to an international audience.

- Manage multiple Partner Service clusters’ activities, identifying patterns and adjusting strategy and resource allocation according to workload variation or service KPI trends;
- Implement best practices across multiple Partner Service Clusters to ensure KPIs and SLAs are achieved;
- Implement service improvement strategies and find innovative solutions to ensure partners are able to deliver high standard service levels to the Farfetch customer;
- Identify trends and key areas of improvement in order to suggest and implement tailored policies and procedures;
- Assess team members performance and profiles, making sound decisions on resource allocation regarding strategic partnerships;
-Liaise with Partner Success team, following up on highlighted trends and monitoring results of action plans;
-Collaborate with Partner Success team in the discussion and definition of tactical actions to improve partner performance;
-Participate in partner segmentation discussions contributing the service standpoint;
-Provide partner feedback report on a weekly basis;
-Work closely with peers across offices to ensure the consistency of service provided and levels of productivity;
-Act as liaison and point of contact for other departments to ensure a partner focused approach to business initiatives;
- Liaise with internal departments and stakeholders to ensure a truly consistent customer centric approach to our service deliverables.


- Proven leadership and management experience preferably on B2B environment;
- Excellent communication and people skills;
- Solid e-commerce experience and knowledge and good understanding of luxury fashion and brands;
- Strong commercial acumen with the ability to pivot quickly according to business needs and to manage change with confidence;
- Ability to work under pressure in a fast-paced environment;
- Ability to manage and organize a team from a performance as well as a development perspective;
- Ability to make sound business decisions with a strong sense of urgency;
- Ability to work across all levels within an organization with a collaborative approach;
- Passion for providing exceptional service to both internal and external customers;
- Strong motivational skills;
- Developed analytical, planning and organizational skills;
- Commercial sense and problem-solving skills

- We offer salary conditions according to the professional experience;
- Continuing formation and the possibility of professional progression;
- Integration into a stable project

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