E-Commerce Customer Support Assistant...

E-Commerce Customer Support Assistant (m/f/x)

The E-Commerce Customer Support Assistant (m/f/x) is responsible for the communication with all MYKITA E-Shop visitors worldwide. The person oversees all customer touchpoints (email, phone, chatbox, etc.) to create an excellent brand and service experience. In their function, the E-Commerce Customer Support Assistant is very customer-focused with the aim of improving customer experience, and eventually sales, but also to decrease returns and abandonment rate.

Maximum availability and a short reaction time to customer concerns of all kinds are the key indicators of the E-Commerce Customer Support Assistant’s performance. Active reach-out and sales consultancy via all communication channels is part of the interaction with the MYKITA customer base.

Additionally, responsibilities include analyzing and recommending improvements for MYKITA’s service culture towards end consumers.

Tasks & Responsibilities

  • Manage all consumer touchpoints / channels of the MYKITA E-Shop
  • Ensure a professional, friendly and timely customer support to all MYKITA E-Shop customers
  • Supervise and develop processes to handle sales and customer requests
  • Manage specific requests with the appropriate internal departments
    • Frame requests (availability, similar style recommendation, etc.)
    • Pending orders (delivery times, shipping status, etc.)
    • Customer claims, returns and refunds
    • All other requests
  • Drive customer service and satisfaction
  • Create repeat business and active sales
  • Consult and support customers in the buying process
  • Reach out to customers to drive sales
  • Provide after-sale communication and service (satisfaction check) to all clients
  • Follow up personally on RX sales to ensure best-possible product / lens care

REQUIRED PROFILE & Qualifications

  • Experience in a service-driven environment
  • Strong communication and people skills
  • Fluent in English, additional languages are a plus
  • Positive and solution-oriented mindset
  • Well-organized, structured, and faithful
  • Ability to work independently and in a team
  • Optical education / background preferred
  • MS office skills
  • Experience with ERP – systems


  • International work environment
  • Headquarters in the heart of Berlin-Kreuzberg
  • Friendly and open-minded team
  • Flexible working hours
  • Access to the in-house gym


Ulrike Hornig, MYKITA Holding GmbH, Ritterstr. 9, 10969 Berlin, jobs@mykita.com