Customer Service Specialist

MARCO DAL MASO; Firenze; Ibrido; EUR 28.000 - 55.000; Part-time

Descrizione del lavoro

MARCO DAL MASO is seeking a part-time freelance Customer Experience & Clienteling Specialist to support customers on their journey. The role blends customer care with personalised clienteling, handling sizing, materials, gifting, made-to-order items, and order follow-ups.

You will manage inquiries, advise on products, and build relationships with returning customers while coordinating with our team in Italy. The role is 10 hours per week, with remote consideration and overlap with our Italy team.

Competenze

• Previous experience in premium or luxury customer service, retail, clienteling or consultative sales.
• Excellent written English and confidence speaking with customers when needed.
• Warm, polished and natural communication, with strong attention to detail.
• Italian and English proficiency are mandatory.

Mansioni

• 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 and bespoke requests.
• Build relationships with returning and high-value customers through 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 where needed.
• Create Shopify draft orders or payment links within guidelines.
• Keep clear notes on customer preferences and follow-up actions.
• Share a weekly update on open opportunities and recurring customer questions.

Conoscenze

Clienteling

Luxury retail

Customer care

Italian

English

Strumenti

Shopify

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.