Your mission:

Would you like to join a newly created team in Riga?

The Contact Centre Support Administrator is responsible for resolving subscription-related escalations that require deeper investigation or higher authority than the contact center can provide. This includes issues such as promo code discrepancies, delivery problems, account updates, and page-count queries, working with internal teams to ensure timely resolution.

The role also manages user administration across designated internal systems, including account creation, updates, and rights assignment.

What you will do:

• Manage and resolve subscription-related escalations requiring deeper investigation or authority beyond the contact center.
• Investigate issues such as promo code errors, delivery concerns, account or email changes, complaints, and page-count discrepancies.
• Coordinate with internal teams (e.g., logistics, billing, product, IT) to ensure timely and accurate issue resolution.
• Perform user administration within SEC systems, including account creation, updates, access rights, and periodic reviews.
• Maintain accurate records of escalations, actions taken, and outcomes, ensuring visibility and traceability.
• Identify recurring issues and provide feedback to improve processes, prevent future escalations, and enhance customer experience.
• Provide administration support as required by the Contact Center Support Manager.

What we ask for:

• Experience in customer service operations, service administration, or escalation handling.
• Strong analytical and problem-solving skills, with the ability to investigate issues across multiple systems and stakeholders.
• Proficient in using CRM, ticketing or case-management systems, with the ability to learn new tools quickly.
• Strong organisational skills with the ability to prioritise workload, manage multiple cases, and maintain accurate records.
• Excellent communication skills, both written and verbal, for engaging with internal teams and documenting outcomes.
• High attention to detail and accuracy when executing account changes, user administration tasks, and system updates.
• Ability to work independently, take ownership of issues, and drive resolutions through to completion.
• Experience working cross-functionally with departments (advantageous).
• A customer-focused mindset with a commitment to improving processes and preventing repeat issues.
• Fluent in English, verbal and in writing (required for effective communication with international teams across Europe).

What we offer:

Monthly salary 1300 - 1700 EUR gross (The final offer will be based on the candidate’s assessed skills, knowledge and experience).

Benefits: 

• Annual bonus.
• Hybrid working module (3+2).
• Health insurance.
• Eye care.
• Wellness/Recognition programs.
• Development programs.
• Employee Discount on Epson products.

Our heritage

We aspire to be an indispensable company, trusted throughout the world for our commitment to openness, customer satisfaction and sustainability. We respect individuality while promoting teamwork, and we are committed to delivering unique value through innovative and creative solutions.

Our commitment to the environment

We all have a role to play in building a better future. For Epson, being a sustainable company means being mindful of every aspect of our organisation – from the smallest lightbulb to the largest factory. It fuels our innovation, drives our growth, motivates our workforce and, ultimately, to contribute to society.

Our people

We believe a healthy culture, strong values, teamwork and contribution from a diverse range of individuals will help us to strive for excellence.

Our brand

Ranked by Clarivate Analytics as a Top 100 Global Innovator brand for the last seven years running

Epson is an equal opportunity employer. We celebrate diversity and are dedicated to fostering an inclusive environment for all employees. We actively encourage applications from individuals of all protected characteristics and are committed to providing any necessary accommodations during the application and assessment process, as well as upon joining our team.

If you require additional assistance for your application or wheelchair access to our facilities, please email recruitment@epson.eu. A member of our team will be happy to assist you.