Contact Centre Support Administrator

About the role

Join a newly created team in Riga as a Contact Centre Support Administrator. You will handle subscription‑related escalations that require deeper investigation and coordinate with internal departments to ensure swift resolutions.

Key responsibilities

• Manage and resolve subscription escalations, including promo code errors, delivery issues, account changes, complaints, and page‑count discrepancies.
• Investigate issues across multiple systems and collaborate with logistics, billing, product, and IT teams.
• Perform user administration in SEC systems: create accounts, update details, assign rights, and conduct periodic reviews.
• Maintain accurate records of escalations, actions taken, and outcomes for visibility and traceability.
• Identify recurring problems, provide feedback to improve processes, and support the Contact Centre Support Manager as needed.

Required profile

• Experience in customer service operations, service administration, or escalation handling.
• Strong analytical and problem‑solving abilities with attention to detail.
• Excellent written and verbal communication in English.
• Ability to work independently, prioritize workload, and drive issues to completion.
• Customer‑focused mindset with a drive to improve processes.

Required skills

• Proficiency with CRM systems.
• Experience using ticketing or case‑management tools.
• User administration within SEC or similar internal platforms.

What we offer

• Monthly gross salary between 1300 EUR and 1700 EUR (final offer based on experience).
• Annual bonus.
• Hybrid working model (3 days onsite, 2 days remote).
• Health insurance, eye‑care, and wellness/recognition programs.
• Development programs and employee discount on Epson products.