CUSTOMER SERVICE REPRESENTATIVE

Description

Job Summary: In-person, telephone, and digital customer support, including administrative, financial tasks, and customer database updates. Key Highlights: 1. Opportunity to work with a customer-focused approach and excellence in service. 2. Collaborative and welcoming environment with continuous development. 3. Incentive for innovation and creativity. **Job Description** **Nice to meet you — we are Grupo Netway!** Here, we have a large team that makes everything happen! It is through the effort and dedication of each of our people that we have become a reference in what we do, united in pursuing our purpose: “Exceeding expectations by connecting people and organizations, breaking boundaries.” With a presence in over 100 cities across multiple Brazilian states, we deliver high-quality, stable connectivity to more than 70\.000 customers nationwide. Our connection goes beyond providing reliable internet. We operate our own fiber-optic route to São Paulo, ensuring superior performance when accessing websites and games hosted in that region. We also offer Value-Added Services (VAS) aligned with our audience, such as: Max, Paramount\+, Globoplay, Telemedicine, among others. Our commitment extends beyond internet — we strive to provide well-being, convenience, and technological advancement for our customers. **Join Grupo Netway and leave your mark while making history!** **Responsibilities and Duties** PROVIDE IN-PERSON, TELEPHONE, AND DIGITAL CUSTOMER SUPPORT: via WhatsApp, chat, and e\-mail, delivering direct customer assistance. REGISTER AND TRACK SERVICE REQUESTS, PROTOCOLS, AND REQUESTS: using the IXC system or other internal tools. ISSUE INVOICES, DUPLICATE COPIES, AND VERIFY PAYMENTS: performing basic financial routines when required. SUPPORT THE TECHNICAL AND COMMERCIAL DEPARTMENTS: assisting with appointment scheduling and tracking service orders (SOs). CLARIFY QUESTIONS ABOUT PLANS, PRODUCTS, AND SERVICES: ensuring clarity and accuracy in all provided information. KEEP CUSTOMER DATABASES UPDATED AND ORGANIZED: performing frequent updates and data verifications. REFER SPECIFIC REQUESTS TO THE RESPONSIBLE DEPARTMENTS: Finance, Technical, HR, etc. CONTRIBUTE TO CUSTOMER SERVICE INDICATORS: SLA, AHT, NPS, and other departmental metrics. ADHERE TO NETWAY’S DEFINED CONDUCT AND COMMUNICATION STANDARDS: maintaining alignment with institutional guidelines. HANDLE CASH RECEIPTS AND MOVEMENTS: managing financial inflows and outflows. PERFORM OPERATIONAL REGISTRATIONS: new customers, contract renewals, address changes, and ownership transfers. MAINTAIN WORKPLACE AND EQUIPMENT: upholding organization and proper usage practices. KEEP THE STORE IN CONTINUOUS ORDER AND CLEANLINESS: adhering to quality standards and good care practices. PRESERVE THE COMPANY’S IMAGE AND CUSTOMER SATISFACTION: acting with courtesy and professional conduct. **Requirements and Qualifications** Currently enrolled in a technical or undergraduate program in Administration, Communications, or related fields; Microsoft Office Suite (Word, Excel, Outlook); Customer service systems and ERP (IXC preferred); Basic knowledge of administrative and financial routines; Completed High School education. **To join our team, the following are essential:** Proactivity and autonomy in seeking solutions; Attention to detail and commitment to quality; Customer focus and excellence in service; Willingness to learn, grow, and advance professionally; Collaborative spirit and teamwork; Ethical, respectful, and courteous daily conduct. **Why choose Grupo Netway?** Our culture is our DNA. It sustains our success and guides our future. To offer a complete and positive professional journey, we provide: Meal allowance card; Complimentary internet after 3 months of experience; Life insurance; Discounts on company products and services; Training and continuous development; Collaborative and welcoming environment; Frequent feedback and development plans; Incentive for innovation and creativity. **Employment Type: CLT – On-site** Working Hours: Monday to Friday: 8:00 AM to 6:00 PM (with 2-hour break) Saturdays: 8:00 AM to 12:00 PM