Customer Service Specialist
Pubblicato il 20-09-2026 - MARCO DAL MASO in Lunetta-frassino
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 independently.
- An interest in learning our collections, materials, sizing and made-to-order processes.
- Comfortable using digital tools and customer records. Shopify experience is useful but not essential.
- Familiarity with Slack, Asana, CRM/customer-service platforms or Klaviyo is a plus.
- Italian and English proficiency are mandatory.
Working arrangement:
- Freelance and tempo parziale, initially around 10 hours per week across agreed weekday coverage.
- Based in or near Vicenza is preferred, although we will consider strong remote candidates.
- Some overlap with the team in Italy and customers in the US is important.
- During agreed coverage, new enquiries should be acknowledged within one business day.
- Reporting to the Marketing Manager.
Your first month:
Learn the product range and customer journey, take ownership of an agreed set of live enquiries, establish a reliable follow-up process and begin personalised outreach to a small approved customer segment. xysqume
We will assess communication quality, accuracy, responsiveness, follow-through and the quality of customer relationships and sales opportunities progressed.