Damiani Group Customer Service Specialist

About Damiani Group

Rooted in the jewellery house founded by Enrico Grassi Damiani in Valenza in 1924, Damiani Group is a family-led Italian luxury group distinguished by goldsmithing expertise, creative vision and entrepreneurial continuity. Its portfolio encompasses jewellery brands including Damiani, Salvini, Bliss and Calderoni, alongside the historic Venetian glassmaker Venini and the Rocca jewellery and watch retail network. As an employer, the Group brings together the worlds of craftsmanship, design, retail and international luxury management. Its breadth of activities offers a distinctive professional setting for talent seeking to contribute to Italian excellence, where heritage, technical precision and contemporary expression shape the identity of its houses.

Role & Responsibilities

• Manage customer, boutique, and business partner inquiries via email, phone, and digital communication channels.
• Deliver high-quality pre-sales and after-sales support, ensuring a seamless luxury-level customer experience.
• Process and monitor orders, shipments, returns, repairs, and service requests.
• Coordinate with Sales, Retail, Logistics, and After-Sales teams to resolve customer issues promptly.
• Maintain accurate customer and order information in CRM and ERP systems.
• Handle complaints and complex cases professionally, demonstrating empathy, ownership, and solution-oriented thinking.
• Contribute to customer satisfaction initiatives and continuous process improvements.
• Prepare reports and support the monitoring of customer service KPIs and performance metrics.

Qualifications

• Previous experience in a Customer Service, Customer Care, or Sales Support role, preferably in luxury, fashion, retail, or premium consumer goods.
• Fluent German at C1/C2 level, written and spoken.
• Good command of English at a minimum B2 level.
• Strong communication and interpersonal skills.
• Customer-focused mindset with excellent problem-solving abilities.
• High level of accuracy, organization, and attention to detail.
• Proficiency in Microsoft Office and familiarity with CRM systems.
• Proficiency in an additional language such as French, Spanish, Italian, or another European language is preferred.
• Experience in the luxury, jewelry, watches, or fashion sectors is preferred.
• Knowledge of SAP or other ERP systems is preferred.
• Experience supporting international customers and stakeholders across EMEA markets is preferred.
• Strong customer orientation and service mindset.
• Ability to build positive relationships with customers and internal stakeholders.
• Excellent organizational and multitasking skills.
• Team player able to work effectively in a fast-paced, international environment.
• Proactive, flexible, and solution-driven approach.

Skills

Experience

Previous experience in a Customer Service, Customer Care, or Sales Support role; experience in luxury, fashion, retail, or premium consumer goods is preferred. Experience in luxury, jewelry, watches, or fashion, and supporting international customers and stakeholders across EMEA markets, is preferred.

Culture

Damiani Group’s workplace culture is rooted in its Italian family heritage and fine jewellery craftsmanship, bringing together artisanal expertise, creativity and a dedication to excellence. Its professional environment values precision, collaboration and the transmission of know-how, balancing respect for tradition with innovation across its distinctive brands.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.