19 set - Veneto
MARCO DAL MASO
We are looking for a tempo parziale freelance Customer Experience & Clienteling Specialist to support our customers throughout their journey with MARCO DAL MASO.
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The role combines customer care with personalised clienteling. Customers may contact us for advice on sizing, materials, gifting, made-to-order pieces or an existing order. We are looking for someone who can provide thoughtful, accurate support, build relationships with returning customers and follow warm opportunities through without using a pushy sales approach.
What you will do:
- Manage customer conversations across email, website enquiries and approved messaging channels.
- Advise customers on products, sizing, materials, gifting and made-to-order options.
- Follow up on warm enquiries, quotations, bespoke requests and customers considering a purchase.
- Build relationships with returning and high-value customers through relevant, personalised outreach.
- Coordinate product information,
availability, production estimates and delivery updates with our team in Italy.
- Support order-status, sizing, repair and aftercare enquiries, escalating anything requiring specialist approval.
- Create Shopify draft orders or payment links where required and within agreed guidelines.
- Keep clear notes on customer preferences, open enquiries and follow-up actions.
- Share a simple weekly update on open opportunities, converted enquiries and recurring customer questions.
What we are looking for:
- Previous experience in premium or luxury customer service, retail, personal shopping, hospitality, clienteling or consultative sales. Jewelry experience is an advantage.
- Excellent written English and confidence speaking with customers when needed.
- Warm, polished and natural communication, with strong attention to detail.
- Reliable follow-through and confidence managing customer conversations
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