Service Improvement Specialist

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.

Operations

We’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 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.

Los Angeles

Our Los Angeles office is found in the center of downtown La. Our office is in one of the city’s tallest buildings with panoramic views of the Pacific Ocean, the mountains and the Hollywood sign. Inside, the office is full of plants and beautiful furniture, with amenities and work areas that allow Farfetchers to design their day to be the best it can be. Some of the main teams located here include Operations, Customer Service and Production.

The Role

Reporting to the Global Cs Quality Team Leader, you will manage monitoring and influencing the Cs team’s quality performance, making sure that the quality requirements in place are fulfilled and the goals are consistently achieved. You will also analyze advisors’ quality results and performance to improve processes and support their development, in partnership with the Quality Tl and manager. Service improvement falls under continuous improvement which is the ultimate goal of this role. You will suggest improvement based on evaluations and analysis performed. You will also create performance reports and action plans.

What You’Ll Do

• You will oversee the development and implementation of the quality improvement program across all offices, report to the Quality Tl on the activities’ completion and identify actions to improve quality processes
• You will contribute to develop advisors’ skills and improve their performance by supporting the supervisors with feedback and coaching initiatives
• You will lead local and global calibration sessions and define action plans for variance reduction
• You will provide training on quality processes
• You will provide the management with reporting on Quality, C-sat and other operational Kpis related to quality performance to support strategic decisions
• You will partner with the Training team to identify needs and work together on the creation of continuous training contents
• You will work as project manager to implement initiatives that come from your analysis and evaluations.
• You will benchmark industry standards, tools and trends to drive continuous improvement discussions and improve the customer experience.

Who You Are

• You have professional experience: minimum of 2 years of customer service quality assurance
• You have excellent analytical skills
• You have strong communication and relationship management skills
• You have moderate Excel skills preferred.
• You are highly organized
• You are comfortable giving presentations to gain support for initiatives
• You have the ability to multi-task in time sensitive situations
• You have experience working with an international company with multiple stakeholders
• You have flexibility in schedule; must be available to work possible evenings, weekends and holidays when needed by global team

Rewards & Benefits

• Farfetch Equity plan and annual discretionary bonus
• Medical, dental, vision, with flexible spending account
• 401K plus company match, Pto and volunteer days
• Wellness, and cell phone reimbursements
• Family Lunch, catered weekly when in office

Equal Opportunities Statement

• 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. We continue to build our consciously inclusive culture as part of our Positively Farfetch strategy throughout our business, partnerships and communities.