customer service representative

account manager

stocking associate

specialist

regional sales manager

Farfetch

The only valuable part of this job was the three week training period where you will actually learn a lot about e-commerce operations and communication skills. After that, you are thrown into the CS department and management there only sees employees as numbers. 

Advisors are expected to take calls for a majority of the day with little to no time to follow up with customers to solve issues. The adherence policy was ridiculous, especially for a CUSTOMER SERVICE department. If we spent too much time working on a case for a customer that needed help after a call, you would get penalized. Management was also very reluctant to offer help and that includes defending advisors from abusive customers.

Favoritism runs rampant as certain advisors who have been there for years will spam the Slack chat with memes. Didn't care at first but when you're a new employee who sees the managers replying to memes instead of answering your question while your customer has been on hold for more than 5 minutes, you start to feel discouraged about accepting the job in the first place. Along with that, there was a certain LATAM CS senior who became very passive aggressive with me and constantly targeted me to the point where it felt like they were singling me out.

Overall, this was a mentally draining job filled with negativity and false hope. The company's motto was constantly being shoved down my throat in a MLM pyramid scheme type of way.

Management is very reluctant to offer help, which makes things that much more difficult now that things are on a work from home basis. They’re very cliquey, and very obviously have their favorites.
If you’re not micro managed about your work performance, you are extremely micro managed by workforce on your time. Since working from home, we are only allowed an additional 5 minute break a day (25 minutes each week) on top of your allotted two 15 minute paid and 1 hour long unpaid breaks.
The workload is insane. The calls are back-to-back, non stop and you’re expected to pull email cases as well. This job has very low pay for how stressful the workload is. I felt burned out very early on. We should be offered a 10 minute break each hour, especially when the customers are very abusive.
The software they use is horrendous. Calls drop constantly and the system kicks you offline. The CS platform they use is not user friendly; it takes forever to build a case as you are required to click back and forth between tabs. The overall interface is hard on the eyes.

This company was great (years ago) but of course with shareholders, the mission to please them rather than the employees that actually drive the business takes precedent. 

Many talented people have left over the years, a positive company culture no longer exists, once existing perks have been diminished or decreased, and  morale has tanked. It truly lacks vision and talented leadership (just because you hold a management title, does not make you a leader).

Sales targets are high and unattainable and the commission structure needs resuscitating. 

All in all, this ship will continue to sink if executive leadership does not pull their heads out....take a deeper dive into the culture, listen to what employees concerns and issues are (and implement solutions) and put leaders in place that are not just complacent and toeing the line or sitting pretty in their six-figure salaries being strung like puppets.

The other advisors in customer service are kind, helpful and fun to work with. However, the management and company culture make it unnecessarily stressful. You start and end the day with customers who are mean or rude just because they’re a “luxury” shopper. There are no realistic solutions or alternatives to provide so often times you will speak with the same customer multiple times just to get cursed out each time. Management provides no support and often make excuses for the delays caused by other departments. We are often told to endure passive aggression from peers in those departments, take on work that we are not compensated for, and that this is the culture of a European company; which is obviously not true. They’re lazy and don’t actively take on feedback that will improve both the customer and advisor experience. If you would like to work in a luxury call center, by all means, apply.

Place is run like a prison. I'm surprised it hasn't been acknowledged that much. Everybody has to go on break and lunch at the exact same time, like cows, and they have unrealistic expectations of workers. They also hire a lot of freelancers... way more than is needed, so the owner can skimp on paying into employee benefits, and cut ties with them whenever they feel like it. They give these freelancers the illusion of flexible scheduling, when really it's just a way to keep them expendable. It's smart business, but not smart for company culture or sustainability. In my opinion it says a lot about the owners. My friend and I were both there at the same time and noticed the same unhealthy company practices.

This would have been a perfect experience for me if I was in a different department. This position is basically call center work. Your breaks are monitored, bathroom breaks are discouraged, back to back calls, dealing with customer's that curse you out but you are unable to provide solutions. You will be encouraged to give customer's the run around for weeks. You will be stuck with certain customer's for weeks on end. It can be very stressful. A typical day will be logging into available, getting your first call as SOON as you clock in. Normally, it is an angry customer.  You will be doing this the whole day and asking the chat for assistance. 

Look up any videos about call center culture and you will have info on what you will be doing. 

The senior leadership lacks a clear, actionable vision, and many were hired during peak business periods without proper scrutiny—resulting in widespread incompetence. Rather than driving results, some leaders, particularly in the APAC China office, prioritize office politics, power plays, and sycophantic behavior over genuine leadership.  
Sales management routinely wastes travel and marketing budgets on low-ROI events, with no accountability. KPIs are neither tracked nor challenged, as leadership lacks data literacy and often spins narratives to mask underperformance.  
I initially joined with enthusiasm, but the toxic leadership culture eroded morale. Sadly, even under new ownership (Coupang), the root issues remain unaddressed. By far the worst company I’ve worked for.

My time spent at Farfetch can be summarized as providing exceptional customer service training and promoting an ethical workplace environment. 

Potential employees should be ready to answer dozens of calls and emails a day. 

The hardest part of the job was learning the intricate details of fashion culture.

The most enjoyable part of the job was the diverse workplace along with diligent and motivated supervisors. 

The culture is what was most remarkable about the company. Celebrated birthdays, performance based bonuses, and weekly catered lunch all provided a sense that the company cared for its employees.

I wouldn't recommend.

Cons: Your work schedule will rotate every week between 3 different shifts. (8-5, 9-6, 11-8).
You are expected to take new email inquiries consistently throughout the day while handling incoming telephone calls.
Most of the year is slammed with back to back calls and a queue full of emails that is never-ending.
Management is often-times fickle in responses to general questions about processes.
Very high turn-over rate.
Not much room for advancement.
Company doesn't seem to care much about fixing it's flawed processes or system errors.

Pros: Great benefits which includes a 25% discount. Free lunch on Wednesdays. Company parties. 150 GBP credit for clothes after 90 day probationary period. Cool new office.

Coworkers and management were nice but the job was horrible working in their Customer Service Department. Unrealistic expectations for KPIs at times, not enough staff and terrible staff scheduling for phone coverage as call were almost always back to back with no time to breathe and terrible adherence policy where you could get penalized for having to use the bathroom too many times. Also, there was always a lame excuse as to why I could not get promoted or at least get an interview in another department. Really disappointing as the company has a cool concept with awesome luxury products. 

Top Job Titles	Average Salary
Customer service representative 6 salaries reported	$19.08 per hour
Account manager 1 salary reported	$75,000 per year
Stocking associate 1 salary reported	$22.95 per hour
Specialist 1 salary reported	$21.00 per hour
Regional sales manager 1 salary reported	$112,500 per year

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