Retention Operator

Description

Job Summary: Retention Operator for active and/or inbound contact, resolving financial inquiries and following scripts to reverse cancellations and retain customers at Brisanet, delighting them while demonstrating ownership. Key Highlights: 1. Actively engage with customers to retain them 2. Provide telephone and/or virtual customer support 3. Propose customized solutions and build trust We are looking for a Retention Operator to conduct active and/or inbound contact with our customers. Resolve issues and answer financial questions regarding contracted services. Follow guidelines/scripts/procedures for reversing cancellation requests and retaining customers in the Brisanet portfolio, aiming to reverse cancellation requests and maintain customers within the Brisanet portfolio. If you are an attentive professional who delights customers and demonstrates ownership, Brisanet is the place for you! Let’s sail toward the future! \#VemSerBrisanet **Responsibilities and Duties** • Embody the organizational identity of the Brisanet Group; • Actively participate in organizational meetings and commitments when requested; • Use individual and collective safety equipment when necessary; • Perform other duties related to the position, as required by the department and leadership direction; • Provide telephone and/or virtual (chat-based) customer support to address questions about products and/or services offered; • Conduct active or inbound contact with customers; • Conduct active and/or inbound contact with customers; • Follow guidelines, scripts, and procedures for customer retention and reversal of cancellation requests; • Clarify doubts and provide accurate information about products or services; • Ensure the best possible customer experience; • Propose customized solutions that meet each customer’s specific needs; • Establish relationships based on trust and empathy; **Requirements and Qualifications** • Completed high school education; • Experience with sales techniques and customer service; • Customer negotiation and retention techniques; • Proficiency in typing and grammar; • Basic mathematics; • Google tools (Sheets, Docs). Preferred qualifications: • Six months of experience in the field; • Familiarity with the Brazilian Consumer Protection Code. **Additional Information** • A work culture that respects and values people; • Internal events covering diverse topics; • A collaborative environment that values personal and professional development; • A horizontal and vertical workplace—meaning you are the protagonist of your own career!; • Meals (Headquarters via cafeteria; Branches via iFood); • Co-payment Health Plan; • Dental Plan; • Life Insurance; • Childcare Assistance; • Assistance for Dependents with Disabilities; • Payroll-Deductible Loan (available after six months); • Discounts of up to 50% on Brisanet Internet and BrisaMusic services; • Wellhub (Gympass); • Up to 60% discounts at Higher Education Institutions. We have operated in the telecommunications sector for **27 years**, with the **mission of connecting people and promoting digital and social inclusion**. Today, we connect over 1.5 million households across Northeastern Brazil, **leading the fixed internet (broadband) market** in the region. We are also a mobile telephony operator, experiencing increasingly significant growth. Our journey began in 1998 in the city of Pereiro, in the interior of Ceará State. We were founded with the goal of **providing high-quality internet at affordable prices to small towns**. Today, we operate across all nine states of Northeastern Brazil, delivering **cutting-edge connectivity—from rural areas to state capitals**—actively contributing to digital transformation in Brazil.