**Job Description** We are looking for a **Customer Service Representative** responsible for providing support and attending to customers through voice channels (phone) and chat, ensuring excellence in customer relations, efficient resolution of requests, and delivering the best possible experience. This role covers various areas such as customer support, customer service (SAC), billing, cancellations, and retention, following company standards and policies. If you are a thoughtful professional who delights customers and has a sense of ownership, Brisanet is the place for you! Let’s sail toward the future! **\#JoinBrisanet** **What will your day-to-day look like?** * Embody the organizational identity of the Brisanet Group; * Prepare reports, forms, or spreadsheets upon request; * Update area performance indicators when necessary; * Actively participate in meetings and organizational commitments when requested; * Use individual and collective safety equipment when necessary; * Perform other related tasks according to department needs and leadership guidance; **CUSTOMER SERVICE (SAC)** * Handle customer service (SAC) inquiries with focus on resolving requests: billing issues and service complaints, address changes, account holder changes, registration data updates, financial guidance, plan changes, and service referrals, demonstrating empathy, active listening, and problem-solving; * Provide courteous, clear, and prompt phone and digital support to individual customers, corporate clients, public agencies, and field technicians; \- Address inquiries, log requests, complaints, and provide general guidance;\- Record all interactions in internal systems (CRM), ensuring accuracy, history, and traceability; * Meet performance indicators (KPIs), such as average handling time, resolution rate, customer satisfaction (CSAT), productivity, and quality; * Participate in training sessions, refresher courses, team meetings, and process updates; * Support continuous service improvement by suggesting solutions and reporting recurring technical or behavioral customer issues. **SUPPORT** * Provide first-level technical support, assisting customers with technical difficulties (service access issues, service instability, equipment configuration, system failures), and escalating more complex cases to appropriate levels; * Provide courteous, clear, and prompt phone and digital support to individual customers, corporate clients, public agencies, and field technicians; * Address inquiries, log requests, complaints, and provide general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, history, and traceability; * Meet performance indicators (KPIs), such as average handling time, resolution rate, customer satisfaction (CSAT), productivity, and quality; * Participate in training sessions, refresher courses, team meetings, and process updates; * Support continuous service improvement by suggesting solutions and reporting recurring technical or behavioral customer issues. **BILLING** * Perform billing and debt negotiation activities, offering alternatives and clarifying financial questions; * Provide courteous, clear, and prompt phone and digital support to individual customers, corporate clients, public agencies, and field technicians; * Address inquiries, log requests, complaints, and provide general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, history, and traceability; * Meet performance indicators (KPIs), such as average handling time, resolution rate, customer satisfaction (CSAT), productivity, and quality; * Participate in training sessions, refresher courses, team meetings, and process updates; * Support continuous service improvement by suggesting solutions and reporting recurring technical or behavioral customer issues. **RETENTION** * Handle cancellation requests, seeking to understand reasons and applying retention strategies where applicable; * Provide courteous, clear, and prompt phone and digital support to individual customers, corporate clients, public agencies, and field technicians; * Address inquiries, log requests, complaints, and provide general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, history, and traceability; * Meet performance indicators (KPIs), such as average handling time, resolution rate, customer satisfaction (CSAT), productivity, and quality; * Participate in training sessions, refresher courses, team meetings, and process updates; * Support continuous service improvement by suggesting solutions and reporting recurring technical or behavioral customer issues; **MONETIZATION** * Carry out customer service procedures aimed at after-sales, monetization, renewal, customer base loyalty, and conduct surveys when necessary; * Provide courteous, clear, and prompt phone and digital support to individual customers, corporate clients, public agencies, and field technicians; * Address inquiries, log requests, complaints, and provide general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, history, and traceability; * Meet performance indicators (KPIs), such as average handling time, resolution rate, customer satisfaction (CSAT), productivity, and quality; * Participate in training sessions, refresher courses, team meetings, and process updates; * Support continuous service improvement by suggesting solutions and reporting recurring technical or behavioral customer issues. **What we are looking for in this opportunity:** **SAC** * High school diploma; * Knowledge of sales and customer service techniques, negotiation techniques, customer prospecting, and familiarity with Google tools (Sheets, Docs); * Proficiency in typing and grammar. **SUPPORT** * High school diploma; * Basic computer knowledge and understanding of computer networks; * Strong oral and verbal communication skills. **BILLING** * High school diploma; * Knowledge of basic computer skills and basic mathematics; * Billing techniques. **RETENTION/MONETIZATION** * High school diploma; * Basic computer and basic math knowledge. **Will be considered a plus:** **SAC** * Minimum of 6 months of experience in the field; * Familiarity with consumer protection laws. **SUPPORT** * Familiarity with Google tools (Sheets, Docs); * Knowledge of consumer protection laws and customer service techniques; * Cisco and Mikrotik certifications. **BILLING** * Flexible availability; * Experience in telemarketing operations; * Customer service techniques. **RETENTION/MONETIZATION** * 6 months of experience in the field; * Knowledge of customer service techniques and Google tools (Sheets, Docs). **At Brisanet Group you will find:** * Work culture that respects and values people; * Internal events covering diverse topics; * Collaborative environment that values personal and professional development; * Horizontal and vertical structure, meaning you are the protagonist of your career!; * Meal allowance (Headquarters via cafeteria and branches via Alelo); * Co-payment Health Plan; * Dental Plan; * Life Insurance; * WellHub (GymPass); * IVI (Emotional Support Platform); * Childcare Assistance; * PCD Dependent Allowance; * Payroll Deductible Loan (after 6 months); * Discounts of up to 50% on Brisanet Internet and BrisaMusic services; * Discounts of up to 60% at Higher Education Institutions.