Indeed
Customer Service Representative
Job Summary:
Customer Service Representative to provide voice and chat support and assistance, ensuring excellence in relationship management and efficient resolution of requests across multiple areas.
Key Highlights:
1. Work in support, customer service, billing, cancellation, and customer retention.
2. Focus on excellence in relationship management and enhancing the customer experience.
3. Opportunity to contribute to continuous improvement of customer service.
We are seeking a **Customer Service Representative** responsible for providing support and assistance to customers via voice (telephone) and chat channels, ensuring excellence in relationship management, efficient resolution of requests, and delivery of the best possible experience. The role covers multiple areas including customer support, customer service, billing, cancellation, and retention, adhering to company standards and policies.
If you are an attentive professional who delights customers and demonstrates ownership, Brisanet is the place for you!
Let’s sail toward the future! **\#JoinBrisanet**
**Responsibilities and Duties**
* Embody the organizational identity of the Brisanet Group;
* Prepare reports, forms, or spreadsheets as requested;
* Update departmental metrics when required;
* Actively participate in organizational meetings and commitments, as requested;
* Use individual and collective safety equipment when necessary;
* Perform other duties related to the position, according to departmental needs and leadership direction;
**Customer Service**
* Provide Customer Service (CS) support, focusing on resolving requests: billing inquiries and service complaints, address changes, account holder changes, updates to registration data, financial guidance, plan changes, and service referrals—applying empathy, active listening, and problem-solving;
* Provide courteous, clear, and agile telephone and digital support to individual and corporate customers, public agencies, and field technicians;
* Address customer inquiries, register requests and complaints, and provide general guidance;
* Record all interactions in internal systems (CRM), ensuring accuracy, history tracking, and traceability;
* Meet performance indicators (KPIs), such as average handling time, resolution rate, customer satisfaction (CSAT), productivity, and quality;
* Attend training sessions, refresher courses, team meetings, and process updates;
* Support continuous improvement of customer service by suggesting solutions and reporting recurring technical or behavioral issues from customers.
**Support**
* Provide first-level technical support, assisting customers with technical difficulties (e.g., no service access, service instability, equipment configuration, system failures), escalating complex cases to appropriate levels;
* Provide courteous, clear, and agile telephone and digital support to individual and corporate customers, public agencies, and field technicians;
* Address customer inquiries, register requests and complaints, and provide general guidance;
* Record all interactions in internal systems (CRM), ensuring accuracy, history tracking, and traceability;
* Meet performance indicators (KPIs), such as average handling time, resolution rate, customer satisfaction (CSAT), productivity, and quality;
* Attend training sessions, refresher courses, team meetings, and process updates;
* Support continuous improvement of customer service by suggesting solutions and reporting recurring technical or behavioral issues from customers.
**Billing**
* Carry out billing and debt negotiation activities, offering alternatives and clarifying financial questions;
* Provide courteous, clear, and agile telephone and digital support to individual and corporate customers, public agencies, and field technicians;
* Address customer inquiries, register requests and complaints, and provide general guidance;
* Record all interactions in internal systems (CRM), ensuring accuracy, history tracking, and traceability;
* Meet performance indicators (KPIs), such as average handling time, resolution rate, customer satisfaction (CSAT), productivity, and quality;
* Attend training sessions, refresher courses, team meetings, and process updates;
* Support continuous improvement of customer service by suggesting solutions and reporting recurring technical or behavioral issues from customers.
**Retention**
* Handle cancellation requests, identifying underlying reasons and applying retention strategies where applicable;
* Provide courteous, clear, and agile telephone and digital support to individual and corporate customers, public agencies, and field technicians;
* Address customer inquiries, register requests and complaints, and provide general guidance;
* Record all interactions in internal systems (CRM), ensuring accuracy, history tracking, and traceability;
* Meet performance indicators (KPIs), such as average handling time, resolution rate, customer satisfaction (CSAT), productivity, and quality;
* Attend training sessions, refresher courses, team meetings, and process updates;
* Support continuous improvement of customer service by suggesting solutions and reporting recurring technical or behavioral issues from customers;
**Revenue Generation**
* Perform customer service procedures aimed at post-sales, revenue generation, renewal, and customer base loyalty, conducting surveys when necessary;
* Provide courteous, clear, and agile telephone and digital support to individual and corporate customers, public agencies, and field technicians;
* Address customer inquiries, register requests and complaints, and provide general guidance;
* Record all interactions in internal systems (CRM), ensuring accuracy, history tracking, and traceability;
* Meet performance indicators (KPIs), such as average handling time, resolution rate, customer satisfaction (CSAT), productivity, and quality;
* Attend training sessions, refresher courses, team meetings, and process updates;
* Support continuous improvement of customer service by suggesting solutions and reporting recurring technical or behavioral issues from customers.
**Requirements and Qualifications** **Customer Service**
* High school diploma;
* Sales and customer service techniques, negotiation and customer retention techniques, and knowledge of Google tools (Sheets, Docs); • Typing and grammar skills.
**Support**
* High school diploma;
* Basic computer literacy and fundamental networking knowledge;
* Oral and verbal communication skills.
**Billing**
* High school diploma;
* Basic computer literacy and mathematics knowledge;
* Billing techniques.
**Retention/Revenue Generation**
* High school diploma;
* Basic computer literacy and basic mathematics knowledge.
**Preferred Qualifications:**
**Customer Service**
* Six months’ experience in the field;
* Familiarity with consumer protection legislation.
**Support**
* Knowledge of Google tools (Sheets, Docs);
* Familiarity with consumer protection legislation and customer service techniques;
* Cisco and MikroTik certifications.
**Billing**
* Flexible availability;
* Experience in telemarketing operations;
* Customer service techniques.
**Retention/Revenue Generation**
* Six months’ experience in the field;
* Knowledge of customer service techniques and Google tools (Sheets, Docs).
**Additional Information**
* Work culture that respects and values people;
* Internal events covering diverse topics;
* Collaborative environment that supports personal and professional development;
* Horizontal and vertical work environment — you are the protagonist of your career!;
* Meals (Headquarters via cafeteria; Branches via iFood);
* Co-payment health plan;
* Dental plan;
* Life insurance;
* Daycare allowance;
* Allowance for dependents with disabilities;
* Payroll-deductible loans (available after 6 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 Northeast Brazil, **leading the fixed broadband internet market** in the region. We are also a mobile telecommunications operator, experiencing increasingly significant growth.
Our journey began in 1998 in Pereiro, a municipality in the interior of Ceará state. We were founded with the goal of **providing high-quality internet at affordable prices in small towns**. Today, we operate across all nine states of Northeast Brazil, delivering **cutting-edge connectivity from rural communities to state capitals**, actively contributing to Brazil’s digital transformation.

Tv. Amaro Cavalcante, 99, Pau dos Ferros - RN, 59900-000, Brazil