Internal Customer Service Agent

Description

Job Summary: Work on the front line with customers, addressing inquiries, resolving issues, and conducting negotiations — contributing to business continuity. Key Highlights: 1. Commitment to universalizing basic sanitation 2. A sustainable, developmental, and safe work environment 3. An ethical, inclusive, and psychologically safe culture To be the BEST sanitation company FOR Brazil. We were founded in 2017 with this commitment. Since then, we have operated in 39 municipalities, with over 2,500 employees, 6 million customers, and a mission to deliver sanitation services to served populations in the best possible way — helping Brazil achieve universal access to water and sewage services. Basic sanitation in Brazil is currently undergoing transformation, marked by new expansion projects. For our team, we seek proactive, innovative individuals who act as transformative agents toward achieving our goal. Aligned with our DNA, we aim to foster a sustainable, developmental, and safe work environment. **Work Location: Nossa Senhora da Glória, Sergipe** **Responsibilities and Duties** * Identify customer needs through face-to-face or remote communication channels, address inquiries, resolve issues of varying complexity, ensure accurate customer guidance, and contribute to business continuity; * Open and close customer service requests via Service Orders (SO), and also process SO closures for inspections of suspended connections, ensuring necessary services remain up to date; * Assess feasibility of requested services by reviewing existing bills, approving or requesting approval for service delivery according to requirements; * Make calls, answer calls, advise, and negotiate with customers and collection agents; negotiate debt settlement options for payment, per company-established rules; * Receive and forward extrajudicial notices to customers as needed, recording required information; * Receive and forward correspondence and documents; organize, archive, type, and update various documents related to the area; * Support updating contact information in the Customer Portfolio and/or Public Agencies database; * Drive company vehicles when external service is required, adhering to traffic safety regulations and established norms. **Requirements and Qualifications** * Completed High School education. * Preferred: Basic Microsoft Office package; * Strong communication skills; * Negotiation skills; * Knowledge of sanitation — preferred. At Iguá Saneamento, we value diversity across all contexts and strive to foster an ethical and inclusive culture at all times. As a company and team, we pursue equity and respect all forms of diversity (Gender, Disability — PwD, LGBTQIAPN+, Ethnic-racial background, Beliefs, and Generations). Join us in driving this change — we believe in the power of every individual to generate transformation! **Additional Information** **Our Benefits** Here, we care for our people at every stage of their journey as employees. Discover what we offer: **Health, Well-being, and Quality of Life** * Health insurance plan extendable to dependents * Dental insurance plan extendable to dependents * Telemedicine service * Emotional Health Program with free psychological support * Annual flu vaccination at no cost to employees * Preventive health and chronic disease management programs, plus encouragement of healthy habits * Access to a network of accredited facilities, including gyms and studios (TotalPass) * Partner network offering discounts on products and services * Internal quality-of-life programs: “Mente Leve” (Emotional Health), “Convivendo” (Chronic Disease Management), “Enxuga” (Healthy Habits Promotion), and “Melhor Maternidade” (Pregnancy and childcare support for employees and dependents up to age 2) * Life insurance **Family and Personal Support** * Extended maternity leave (180 days) and paternity leave (20 days) **Food** * Meal allowance * Cafeteria or meal voucher (depending on operational setup) * Special Christmas voucher (as a gift basket or food/meal card, depending on the unit) **Mobility** * Commuter allowance or parking (per internal policy and job location) **Financial Incentives** * Market-competitive salary * PLR — Profit and Results Sharing * Payroll-deductible loan **Development and Career** * Corporate University with learning pathways * Targeted mentoring programs * *Benefits may vary by unit, position, or employment regime, subject to eligibility criteria — details will be provided separately.* #### **In 2017, we were born with a purpose: to be the BEST sanitation company FOR Brazil.** Since then, we have become one of the leading companies in the sector nationwide, operating in six Brazilian states (Alagoas, Mato Grosso, São Paulo, Paraná, Rio de Janeiro, and Sergipe), benefiting millions of people through our concessions and public-private partnerships. We operate committed to enhancing quality of life and public health by responsibly and excellently delivering treated water and providing sewage collection, conveyance, and treatment services. More than just a business activity, we view universalization of basic sanitation as a large-scale commitment — to life, to people, to the environment, to our partners, and to Brazil’s sustainable development. This purpose guides our decisions and reinforces, daily, our commitment in every drop. Our identity is defined by an innovative DNA that fosters a welcoming, respectful, and learning-rich environment — generating positive societal impact. Valuing and respecting differences are integral to our culture, promoting ethical and inclusive conduct, and ensuring a psychologically safe workplace for women, persons with disabilities, Black individuals, LGBTQIA+ individuals — regardless of beliefs, age, or any other social or identity marker. We pursue equity and respect within our teams and believe in the strength of each individual to drive transformation. We already have over **2.800 employees**, and continue aiming even higher. Have you ever wondered about your purpose and the story you wish to write for your life and career? Have you always dreamed of playing a leading role and positively impacting thousands of lives? Here, you can be part of this transformation. **#VemSerIguá** Let’s build a better future — Iguá Saneamento.