CUSTOMER SERVICE REPRESENTATIVE

Description

Job Summary: The Netway Group is seeking a Customer Service Representative focused on exceeding expectations, connecting people and organizations, and delivering multichannel service and solutions to customers. Key Highlights: 1. Multichannel customer service and diagnosis of complex demands 2. Consultative attitude and proactivity in problem solving 3. Customer focus, attention to detail, and collaboration **Nice to meet you — we are the Netway Group!** Here, we have a large team making everything happen. It is through the effort and dedication of each of our people that we have become a benchmark in what we do, united by our purpose: “Exceeding expectations, connecting people and organizations, breaking down barriers.” With 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 the Netway Group and leave your mark while making history.** **Responsibilities and Duties:** Provide in-person, telephone, and digital customer service via WhatsApp, chat, and e\-mail, ensuring clear and efficient communication. Diagnose and resolve complex demands: guaranteeing first-contact resolution and guiding customers accordingly. Advise customers on plans and procedures: including plan changes, cancellations, outstanding payments, migrations, and technical deadlines. Monitor open support tickets: tracking requests with responsible departments and ensuring timely responses within SLAs. Generate basic service reports: performance indicators such as volume, response time, and satisfaction. Support the customer service supervisor: participating in training sessions, providing feedback, and integrating new team members. Maintain detailed records of all interactions: using standardized systems such as IXC or GLPI. Adopt a consultative approach: proposing solutions, improving customer experience, and applying best practices in customer service. Perform operational registrations: new customer onboarding, contract renewals, address changes, and account holder transfers. Maintain workplace integrity and proper use of tools: ensuring organization, care, and appropriate resource utilization. Keep the store continuously clean and orderly: adhering to quality standards and best conservation practices. Participate in meetings and training sessions: alignment activities, performance campaigns, and internal training programs. **Requirements and Qualifications** Currently enrolled in a technical or undergraduate program in Administration, Communications, Commercial Management, or related fields. Intermediate proficiency in the IXC system (or similar). Familiarity with customer service, billing, and collections routines. Proficiency in Excel and report generation. Strong written and verbal communication skills. Basic knowledge of telecommunications (plans, equipment, and initial support). Minimum 1 year of experience as a Junior Customer Service Representative or equivalent role. Experience working with customer service metrics and operational targets. Completed High School education. **To join our team, it is essential to:** Be proactive, acting autonomously and anticipating solutions. Pay attention to detail, delivering tasks with quality and precision. Focus on the customer, prioritizing service excellence. Demonstrate eagerness to learn, pursuing growth and development. Collaborate effectively, maintaining teamwork spirit and a positive attitude. Uphold respect and courtesy in all interactions. **Why choose the Netway Group?** Our culture is our DNA. It has sustained our success so far and will continue serving as the foundation for our future. To ensure a complete and positive journey, we offer career development plans, market-competitive compensation, performance-based bonuses, meal vouchers, transportation vouchers, internet vouchers, life insurance, partnerships with local institutions, and a collaborative, welcoming work environment. **Employment Type: CLT – On-site** Working Hours: Monday to Friday: 08:00–18:00 (with a 2-hour break) Saturdays: 08:00–12:00.