Description: Customer Service Center (CSC) * High school diploma; * Sales and customer service techniques, negotiation and customer prospecting/retention techniques, plus knowledge of Google tools (Sheets, Docs); typing and grammar proficiency. SUPPORT * High school diploma; * Basic computer literacy and fundamental knowledge of computer networks; * Oral and verbal communication skills. COLLECTION * High school diploma; * Basic computer literacy and basic mathematics knowledge; * Collection techniques. RETENTION/REVENUE GENERATION * High school diploma; * Basic computer literacy and basic mathematics knowledge. The following will be considered advantageous: CSC * Six months’ experience in the field; * Familiarity with the Consumer Protection Code. SUPPORT * Knowledge of Google tools (Sheets, Docs); * Familiarity with the Consumer Protection Code and customer service techniques; * Cisco and MikroTik certifications. COLLECTION * Flexibility regarding working hours; * 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); * Alignment with Brisanet Group’s organizational identity; * Preparing reports, forms, or spreadsheets as requested; * Updating area performance indicators when required; * Actively participating in organizational meetings and commitments upon request; * Using individual and collective safety equipment when required; * Performing other duties related to the position according to departmental needs and leadership direction; CSC * Providing customer service via the Customer Service Center (CSC), 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—demonstrating empathy, active listening, and problem-solving; * Delivering courteous, clear, and prompt telephone and digital support to individual customers, corporate clients, public agencies, and field technicians; * Addressing inquiries, registering requests and complaints, and providing general guidance; * Recording all interactions in internal systems (CRM), ensuring accuracy, historical tracking, and traceability; * Meeting performance indicators (KPIs), including average handling time, resolution rate, customer satisfaction (CSAT), productivity, and quality; * Participating in training sessions, refresher courses, team meetings, and process updates; * Supporting continuous service improvement by suggesting solutions and reporting recurring technical or behavioral customer issues. SUPPORT * Providing first-level technical support, assisting customers with technical difficulties (e.g., lack of service access, service instability, equipment configuration, system failures), and escalating complex cases to appropriate support levels; * Delivering courteous, clear, and prompt telephone and digital support to individual customers, corporate clients, public agencies, and field technicians; * Addressing inquiries, registering requests and complaints, and providing general guidance; * Recording all interactions in internal systems (CRM), ensuring accuracy, historical tracking, and traceability; * Meeting performance indicators (KPIs), including average handling time, resolution rate, customer satisfaction (CSAT), productivity, and quality; * Participating in training sessions, refresher courses, team meetings, and process updates; * Supporting continuous service improvement by suggesting solutions and reporting recurring technical or behavioral customer issues. COLLECTION * Conducting debt collection and negotiation activities, offering alternatives and clarifying financial questions; * Delivering courteous, clear, and prompt telephone and digital support to individual customers, corporate clients, public agencies, and field technicians; * Addressing inquiries, registering requests and complaints, and providing general guidance; * Recording all interactions in internal systems (CRM), ensuring accuracy, historical tracking, and traceability; * Meeting performance indicators (KPIs), including average handling time, resolution rate, customer satisfaction (CSAT), productivity, and quality; * Participating in training sessions, refresher courses, team meetings, and process updates; * Supporting continuous service improvement by suggesting solutions and reporting recurring technical or behavioral customer issues. RETENTION * Managing cancellation requests, identifying underlying reasons, and applying retention strategies where applicable; * Delivering courteous, clear, and prompt telephone and digital support to individual customers, corporate clients, public agencies, and field technicians; * Addressing inquiries, registering requests and complaints, and providing general guidance; * Recording all interactions in internal systems (CRM), ensuring accuracy, historical tracking, and traceability; * Meeting performance indicators (KPIs), including average handling time, resolution rate, customer satisfaction (CSAT), productivity, and quality; * Participating in training sessions, refresher courses, team meetings, and process updates; * Supporting continuous service improvement by suggesting solutions and reporting recurring technical or behavioral customer issues. REVENUE GENERATION * Performing customer service procedures focused on post-sales, revenue generation, renewal, and customer base loyalty—and conducting surveys when necessary; * Delivering courteous, clear, and prompt telephone and digital support to individual customers, corporate clients, public agencies, and field technicians; * Addressing inquiries, registering requests and complaints, and providing general guidance; * Recording all interactions in internal systems (CRM), ensuring accuracy, historical tracking, and traceability; * Meeting performance indicators (KPIs), including average handling time, resolution rate, customer satisfaction (CSAT), productivity, and quality; * Participating in training sessions, refresher courses, team meetings, and process updates; * Supporting continuous service improvement by suggesting solutions and reporting recurring technical or behavioral customer issues. 2512210202551931229