Customer Service Specialist

ppWe are looking for a part-time freelance Customer Experience Clienteling Specialist to support our customers throughout their journey with MARCO DAL MASO. /ppThe 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. /ph3What you will do: /h3ulliManage customer conversations across email, website enquiries and approved messaging channels. /liliAdvise customers on products, sizing, materials, gifting and made-to-order options. /liliFollow up on warm enquiries, quotations, bespoke requests and customers considering a purchase. /liliBuild relationships with returning and high-value customers through relevant, personalised outreach. /liliCoordinate product information, availability, production estimates and delivery updates with our team in Italy. /liliSupport order-status, sizing, repair and aftercare enquiries, escalating anything requiring specialist approval. /liliCreate Shopify draft orders or payment links where required and within agreed guidelines. /liliKeep clear notes on customer preferences, open enquiries and follow-up actions. /liliShare a simple weekly update on open opportunities, converted enquiries and recurring customer questions. /li /ulh3What we are looking for: /h3ulliPrevious experience in premium or luxury customer service, retail, personal shopping, hospitality, clienteling or consultative sales. Jewelry experience is an advantage. /liliExcellent written English and confidence speaking with customers when needed. /liliWarm, polished and natural communication, with strong attention to detail. /liliReliable follow-through and confidence managing customer conversations independently. /liliAn interest in learning our collections, materials, sizing and made-to-order processes. /liliComfortable using digital tools and customer records. Shopify experience is useful but not essential. /liliFamiliarity with Slack, Asana, CRM/customer-service platforms or Klaviyo is a plus. /liliItalian and English proficiency are mandatory. /li /ulh3Working arrangement: /h3ulliFreelance and part-time, initially around 10 hours per week across agreed weekday coverage. /liliBased in or near Vicenza is preferred, although we will consider strong remote candidates. /liliSome overlap with the team in Italy and customers in the US is important. /liliDuring agreed coverage, new enquiries should be acknowledged within one business day. /liliReporting to the Marketing Manager. /li /ulh3Your first month: /h3pLearn 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. /ppWe will assess communication quality, accuracy, responsiveness, follow-through and the quality of customer relationships and sales opportunities progressed. /p /p #J-18808-Ljbffr