pstrongLocation: /strong Milan /ppstrongDepartment: /strong Digital /ppstrongReports To: /strong Head of E-Commerce /ppbr / /ppstrongScope of the Role /strong /ppbr / /ppThe Web Customer Service Specialist plays a key role in delivering an outstanding digital customer experience. Acting as a Brand Ambassador, this role supports customers throughout their online purchasing journey, ensuring timely, accurate and personalized assistance before, during and after each purchase. /ppThe role manages the complete order lifecycle, resolves customer issues efficiently and collaborates closely with Digital, Logistics, Warehouse and other internal teams to continuously improve customer satisfaction and strengthen brand loyalty. /ppbr / /ppstrongKey Responsibilities /strong /ppbr / /pulliDeliver an excellent customer experience across all customer touchpoints, including email, phone, chat and social media (Instagram, Facebook, LinkedIn). /liliManage customer enquiries related to products, online orders, deliveries, returns, exchanges, refunds and warranty claims. /liliSupport customers throughout the entire order lifecycle, ensuring prompt and accurate communication. /liliHandle payment-related enquiries, including credit cards, PayPal, Klarna, gift cards and promotional vouchers. /liliResolve customer complaints professionally, identifying appropriate solutions while maintaining a positive customer relationship. /liliLiaise with Logistics and Warehouse teams to monitor shipments, resolve delivery issues and manage stock-related enquiries. /liliCollaborate with the Digital and Market Place teams to report website issues, payment gateway problems and customer experience improvements. /liliMonitor and manage customer feedback across multiple platforms (e.G., Trustpilot and Amazon), analyze reviews and recurring issues, and provide actionable insights to enhance products, services, and internal processes. /liliMaintain accurate customer records and ensure all activities are correctly documented within the CRM and customer service platforms. /liliEnsure compliance with company policies,



GDPR requirements and quality standards. /liliContribute to the continuous improvement of customer service procedures, FAQs and knowledge base documentation. /liliMonitor and achieve customer service KPIs, including response time, resolution time and customer satisfaction. /liliRepresent the North Sails brand with professionalism, empathy and a customer-first mindset in every interaction. /li /ulpbr / /ppstrongKey Competencies /strong /ppbr / /pulliCustomer-centric mindset with a genuine passion for delivering exceptional service. /liliStrong communication and interpersonal skills. /liliExcellent problem-solving and conflict resolution abilities. /liliAbility to manage multiple priorities in a fast-paced environment. /liliHigh attention to detail and organizational skills. /liliProactive approach and continuous improvement mindset. /liliTeam player with strong cross-functional collaboration skills. /liliPositive attitude, resilience and adaptability. /li /ulpbr / /ppstrongQualifications /strong /ppbr / /pulliPrevious experience in Customer Service, preferably within Fashion, Retail or e-commerce. /liliKnowledge of customer service and customer experience processes (e.G., NPS, customer feedback programs, and Voice of the Customer initiatives) /liliExperience managing online customer enquiries and order management processes. /liliFamiliarity with CRM systems, ERP platforms and customer service tools (e.G. 4 Seasons, Coral Match, Business Central, Shopify or similar) is considered an advantage. /liliGood understanding of e-commerce operations and digital customer journeys. /liliExcellent Italian and English, both written and spoken. Additional languages are a plus.



/liliGood knowledge of Microsoft Office, particularly Excel. /li /ulpbr / /ppstrongWhat We Offer /strong /ppbr / /pullistrongThe opportunity to join an international and growing company with a strong heritage and an innovative mindset. /strong /lilistrongA collaborative and dynamic working environment where ideas are valued. /strong /lilistrongContinuous learning and professional development opportunities. /strong /lilistrongFlexible working arrangements in line with company policies. /strong /lilistrongEmployee benefits and staff discounts. /strong /lilistrongThe chance to contribute to a purpose-driven company committed to sustainability and responsible business. /strong /lilistrongSalary Range: /strong 25.000 – 30.000 /li /ulpbr / /ppNorth Sails Apparel is an equal opportunity employer. We value and welcome applications from people of all gender, religion, gender identity or expression, race, sexual orientation, civil status, national origin, disability, or age. /ppbr / /ppIf you think you meet some of our desired qualifications for this role, but not all of them, we still encourage you to apply. /ppbr / /ppstrongAbout North Sails Apparel /strong /ppbr / /ppstrongEMBRACE THE SPIRIT OF THE OCEAN. /strong /ppIn 1957, North Sails founder Lowell North set out to make the best racing sails the world had ever seen. He succeeded and went on to reshape sailing altogether. Lowell's enduring legacy is the combination of leading-edge technology and high-performance materials, which defined the first apparel collection that launched in 1989. Today, for Performance Apparel the singular goal is to make the best foul weather gear on the planet, while the Lifestyle Collections bring the spirit of the ocean to shore and city. As part of our journey to becoming an Ocean Positive brand, we strive to use environmentally responsible materials that strike the balance between sustainability, functionality, and purpose, so we can plot and steer the course to a cleaner, healthier ocean, and preserve it for future generations. /p

📌 Customer Service Specialist (Roma)
🏢 North Sails Apparel
📍 Roma