Customer Service Advisor (Premium Clients) - Arabic

• Be the first point of contact, providing an optimum level of service to all of our customers, resolving their queries and requests across multiple channels (email, phone, and chat) within our customer promise;
• Provide information and best advisory with regards to products and services and other related inquiries;
• Take ownership of case resolution, finding the best solutions according to the company's process and guidelines;
• Manage demanding customers with professionalism and emotional intelligence focusing on solution and retention;
• Advocate on your customer's needs working with other internal teams, namely by identifying and boosting localization initiatives;
• Managing your own development and supporting others to maximize team potential;
• Actively contribute to a great work environment and the alignment with Farfetch and strategic partners' values in the team.

• Native or near-native fluency in Arabic and excellent command of English;
• Minimum of 1-2 years' experience in Customer Service, with previous experience in premium or luxury environments;
• Strong orientation towards quality and satisfaction metrics, including experience with CSAT/NPS, and the ability to adapt to demanding SOPs;
• Empathy and active listening skills, with the ability to build trust and close relationships with clients;
• Impeccable written and verbal communication skills, with cultural sensitivity for clients from the Middle East;
• Experience in multiple channels - email, chat, and phone (mandatory);
• Familiarity with CRM tools (e.g., Salesforce, Talkdesk) - ability to handle multiple tools and multitasking.

• Health insurance for the whole family, flexible working environment and well-being support and tools
• Extra days off, sabbatical program and days for you to give back for the community
• Training opportunities and free access to Udemy
• Flexible benefits program

• 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.

• It has come to our attention that there may be fraudulent activities involving individuals or organizations falsely claiming to represent Farfetch in order to attract candidates to a SCAM. Please be aware that Farfetch does not conduct recruitment processes through messaging apps or any unofficial communication channels, other than our official careers website. Additionally, Farfetch will never ask candidates for any form of payment during the recruitment process.

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