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 mathematics knowledge; * Collection techniques. RETENTION/REVENUE GENERATION * High school diploma; * Basic computer literacy and 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 * Flexible availability 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); * Embracing the organizational identity of Brisanet Group; * Preparing reports, forms, or spreadsheets as requested; * Updating departmental performance indicators when required; * Actively participating in organizational meetings and commitments when requested; * Using individual and collective safety equipment when required; * Performing other duties related to the position, according to departmental needs and leadership direction; CSC * Handling customer inquiries via the Customer Service Center (CSC), focusing on resolving requests: billing and service complaints, address changes, account holder changes, updates to registration data, financial guidance, plan changes, and service recommendations—applying empathy, active listening, and problem-solving; * Providing courteous, clear, and prompt telephone and digital support to individual customers, corporate clients, public agencies, and field technicians; * Addressing inquiries, logging requests, registering complaints, and providing general guidance; * Recording all interactions in internal systems (CRM), ensuring accuracy, history 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 issues from customers. SUPPORT * Providing first-level technical support, assisting customers with technical difficulties (e.g., no service access, service instability, equipment configuration, system failures) and escalating complex cases to appropriate support levels; * Providing courteous, clear, and prompt telephone and digital support to individual customers, corporate clients, public agencies, and field technicians; * Addressing inquiries, logging requests, registering complaints, and providing general guidance; * Recording all interactions in internal systems (CRM), ensuring accuracy, history 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 issues from customers. COLLECTION * Performing debt collection and negotiation activities, offering alternatives and clarifying financial questions; * Providing courteous, clear, and prompt telephone and digital support to individual customers, corporate clients, public agencies, and field technicians; * Addressing inquiries, logging requests, registering complaints, and providing general guidance; * Recording all interactions in internal systems (CRM), ensuring accuracy, history 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 issues from customers. RETENTION * Managing cancellation requests, identifying underlying reasons, and applying retention strategies where applicable; * Providing courteous, clear, and prompt telephone and digital support to individual customers, corporate clients, public agencies, and field technicians; * Addressing inquiries, logging requests, registering complaints, and providing general guidance; * Recording all interactions in internal systems (CRM), ensuring accuracy, history 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 issues from customers. REVENUE GENERATION * Conducting customer service procedures aimed at after-sales service and/or revenue generation and/or contract renewal and customer base loyalty, and conducting surveys when necessary; * Providing courteous, clear, and prompt telephone and digital support to individual customers, corporate clients, public agencies, and field technicians; * Addressing inquiries, logging requests, registering complaints, and providing general guidance; * Recording all interactions in internal systems (CRM), ensuring accuracy, history 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 issues from customers. 2512210202551931230