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Job Summary: Professional for telephone and online support at the 156 Call Center, focused on listening to, understanding, respecting, and delighting citizens. Key Highlights: 1. Citizen support via telephone and chat 2. Support and guidance for resolving requests 3. Interpersonal and communication skills highly valued Behind everything we deliver at ICI, there is a team of indispensable professionals. One such role is the 156 Call Center operator. Far beyond just listening, this team must also understand, respect, and delight citizens. We are seeking professionals who wish to join this team! **Responsibilities and Duties** * Handle incoming telephone requests for the 156 Call Center; * Proactively contact citizens regarding 156 Call Center requests in the following cases: informing protocol response status; verifying missing data for ongoing protocols; clarifying responses for completed protocols; * Promote municipal services; * Provide online chat support; * Support the processing of protocols through the 156 system; * Suggest solutions to reported issues or provide necessary information related to the citizen’s reason for contacting; * Register citizen requests clearly, concisely, and with immediate comprehension; * Use standardized phraseology scripts to deliver requested information; * Handle citizen complaints, inquiries, doubts, and requests courteously, promptly, and professionally. **Requirements and Qualifications** * Completed high school education; * Minimum age of 18 years (fully attained); * Proficient typing skills; * Basic internet knowledge (browsing/user-level); * Basic Microsoft Office suite knowledge; * Availability to work on a rotating shift schedule. **Skills and Competencies:** * Initiative; * Active listening and communication abilities, especially when navigating difficult or conflictual situations; * Ability to work effectively in an environment of constant change; * Interpersonal skills (receptiveness to feedback, ease of communication, argumentation, and social interaction); * Discipline (punctuality, attendance, and adherence to rules); * Verbal fluency (avoidance of slang and linguistic habits); * Commitment and teamwork; * Vocal quality (clear diction); * Written communication (clarity and conciseness); * Focused attention (keen ability to concentrate on tasks and avoid errors). **Additional Information** **Work Schedule:** * Rotating 6x1 schedule, 6 hours per day (timing to be agreed upon). **Benefits:** * Meal allowance and/or food voucher; * Transportation voucher for on-site and hybrid employees; * Medical Assistance: We offer a special Sul América health plan (private room) with no co-payment! Enjoy the peace of mind provided by an exclusive plan without additional co-payment costs! * Dental assistance with no co-payment; * Extended maternity and paternity leave; * Childcare allowance: Financial support for employee parents with children aged 0–6 years; * Family insurance: Coverage for employees in case of family member’s death; * Life insurance; * “Leve a Vida Leve” Program: Ongoing initiatives promoting mental health; * “Acolher” Program: In-house psychological support; * Professional development: Organization-facilitated courses and certifications; * Internal selection processes: Job openings exclusively for current employees; * Training sessions and events for knowledge refreshment and exchange; * Partnerships with educational institutions and language schools; * Partnerships with restaurants in Curitiba/PR; * Total Pass: Access to gyms and studios nationwide; * Birthday day off; * Changing rooms and showers: For employees commuting by bicycle or exercising during breaks — available at our Curitiba/PR headquarters for on-site and hybrid employees; * Option to purchase goods through partner networks using the Quality Card (https://cartaoqualidade.ici.curitiba.org.br) — check availability in your region. We are the **ICI – Institute of Intelligent Cities**, an organization operating for over 25 years, dedicated to transforming public administration through information and communication technologies (ICT). Headquartered in Curitiba (PR), we deliver innovative solutions in portals, mobile applications, information systems, citizen service platforms, and ICT infrastructure. We support municipalities in their journey toward becoming intelligent cities. We proudly serve clients including the Municipal Government of Curitiba—named the world’s smartest city in 2023 by the World Smart City Awards—as well as Nova Lima (MG), Florianópolis (SC), Osasco (SP), Londrina (PR), Ponta Grossa (PR), Maringá (PR), Anápolis (GO), and Uberlândia (MG). We are driven by the purpose of improving people’s lives and transforming cities through impactful information and communication technologies. Join us in building a better, more connected future!
