Customer Service Supervisor (Spanish Speaking)

Customer Excellence Los Angeles, United States


The role:

Reporting to the Customer Service Manager, you will be responsible for ensuring the highest levels of customer service delivered to both our customers and partners across every communication channel. You will be managing a team of Customer Service Advisors to ensure productivity and a consistent delivery of service excellence. You will be a true ambassador for your team and for Farfetch, whilst acting as Customer Service expert coaching and mentoring your teams when dealing with difficult customer queries.

Our Customer Service teams are essential to our business and really contribute to the growth of the organization across all lines of business, through customer engagement and expert product & service knowledge. This is great opportunity for a strong team Supervisor looking to further their career within a fast paced, high growth environment

What you’ll do:

  • Set clear objectives for Customer Service Advisors and manage their quantitative and qualitative performance
  • Monitor real-time workload and queues/backlog across all channels; reallocate team as necessary
  • Act as point of escalation for team for customer complaint and IT related support resolution
  • Identify individual rep training needs, train/coach Customer Service Advisors and coordinate with Training team for continuous education
  • Manage team attendance and report any discrepancies to Work Force Manager
  • Lead daily Kaizen/continuous improvement efforts with team to ensure high level of service
  • Work closely with global CS Supervisors to ensure consistency of training and process
  • Share the relevant customer insights with the wider management team and other operational departments and actively come up with solutions that can help us solving customer pain-points, based on the insights gathered.
  • Participate in client meetings, workshops, training in order to review service performance as well receive additional information from brands to be disseminated across team

Who you are:

  • Experienced in customer service managing a team, preferably in a fashion retail environment
  • Bilingual Spanish/English
  • Excellent verbal and written communication skills
  • Ability to work under pressure in a fast paced environment
  • Ability to lead and motivate a team
  • Self-motivated, confident and articulate
  • Passion for fashion and a good understanding of fashion brands
  • Proficient user of IT systems, both customer service specific and windows packages
  • Strong listening skills
  • Positive approach to change and can-do attitude to drive business results
  • Flexibility in schedule; must be available to work possible evenings, weekends and holidays when needed