Customer Service Specialist

MARCO DAL MASO; Ascoli Piceno; Ibrido; EUR 21.000 - 34.000; Part-time

Descrizione del lavoro

MARCO DAL MASO is seeking a part-time freelance Customer Experience & Clienteling Specialist to support customers through their journey. The role blends customer care with personalised clienteling, handling enquiries about sizing, materials, gifting, and made-to-order pieces while building relationships with returning customers.

Responsibilities include managing conversations across channels, advising on products, and coordinating order updates with the team in Italy.

Competenze

• Premium or luxury customer service experience required.
• Excellent written English; fluent Italian/English preferred.
• Reliable follow-through and ability to work independently.

Mansioni

• Manage customer conversations across email, website enquiries, and messaging channels.
• Advise on products, sizing, materials, gifting and made-to-order options.
• Follow up on warm enquiries, bespoke requests and potential purchases.

Conoscenze

Customer service

Clienteling

Communication

Attention to detail

Independent work

Strumenti

Shopify

CRM

Slack

Asana

Klaviyo

Descrizione del lavoro

We are looking for a part-time freelance Customer Experience & Clienteling Specialist to support our customers throughout their journey with MARCO DAL MASO.

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 part-time, 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.

We will assess communication quality, accuracy, responsiveness, follow-through and the quality of customer relationships and sales opportunities progressed.