Location: Milan
Department: Digital
Reports To: Head of E-Commerce

Scope of the Role

The 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.
The 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.

Key Responsibilities
- Deliver an excellent customer experience across all customer touchpoints, including email, phone, chat and social media (Instagram, Facebook, LinkedIn).
- Manage customer enquiries related to products, online orders, deliveries, returns, exchanges, refunds and warranty claims.
- Support customers throughout the entire order lifecycle, ensuring prompt and accurate communication.
- Handle payment-related enquiries,



including credit cards, PayPal, Klarna, gift cards and promotional vouchers.
- Resolve customer complaints professionally, identifying appropriate solutions while maintaining a positive customer relationship.
- Liaise with Logistics and Warehouse teams to monitor shipments, resolve delivery issues and manage stock-related enquiries.
- Collaborate with the Digital and Market Place teams to report website issues, payment gateway problems and customer experience improvements.
- Monitor 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.
- Maintain accurate customer records and ensure all activities are correctly documented within the CRM and customer service platforms.
- Ensure compliance with company policies, GDPR requirements and quality standards.
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📌 Customer Service Specialist (Lombardia)
🏢 North Sails Apparel
📍 Lombardia