We are seeking a **Customer Service Representative** responsible for providing support and assistance to customers via voice (telephone) and chat channels, ensuring excellence in customer relationships, efficient resolution of requests, and delivery of the best possible experience. This role covers multiple areas including customer support, customer service center (CSC), billing, cancellation, and retention, all in accordance with company standards and policies. If you are an attentive professional who delights customers and demonstrates ownership, Brisanet is the place for you! Let’s set sail toward the future! **\#JoinBrisanet** **Responsibilities and Duties** * Embody the organizational identity of the Brisanet Group; * Prepare reports, forms, or spreadsheets as requested; * Update area-specific indicators when required; * Actively participate in organizational meetings and commitments when requested; * Use individual and collective safety equipment when necessary; * Perform other duties related to the position according to departmental needs and leadership direction; **Customer Service Center (CSC)** * Handle CSC (Customer Service Center) interactions, 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—applying empathy, active listening, and problem-solving; * Provide courteous, clear, and agile telephone and digital support to individual customers, corporate clients, public agencies, and field technicians; * Address inquiries, register requests and complaints, and provide general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, history tracking, and traceability; * Achieve performance indicators (KPIs), such as average handling time, first-contact resolution rate, customer satisfaction (CSAT), productivity, and quality; * Participate in training sessions, refresher courses, team meetings, and process updates; * Support continuous improvement of service by suggesting solutions and reporting recurring technical or behavioral issues from customers. **Technical Support** * Provide first-level technical support, assisting customers with technical difficulties (e.g., no service access, service instability, device configuration, system failures), escalating complex cases to appropriate levels; * Provide courteous, clear, and agile telephone and digital support to individual customers, corporate clients, public agencies, and field technicians; * Address inquiries, register requests and complaints, and provide general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, history tracking, and traceability; * Achieve performance indicators (KPIs), such as average handling time, first-contact resolution rate, customer satisfaction (CSAT), productivity, and quality; * Participate in training sessions, refresher courses, team meetings, and process updates; * Support continuous improvement of service by suggesting solutions and reporting recurring technical or behavioral issues from customers. **Billing** * Carry out billing and debt negotiation activities, offering alternatives and clarifying financial questions; * Provide courteous, clear, and agile telephone and digital support to individual customers, corporate clients, public agencies, and field technicians; * Address inquiries, register requests and complaints, and provide general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, history tracking, and traceability; * Achieve performance indicators (KPIs), such as average handling time, first-contact resolution rate, customer satisfaction (CSAT), productivity, and quality; * Participate in training sessions, refresher courses, team meetings, and process updates; * Support continuous improvement of service by suggesting solutions and reporting recurring technical or behavioral issues from customers. **Retention** * Manage cancellation requests, seeking to understand underlying reasons and applying retention strategies where applicable; * Provide courteous, clear, and agile telephone and digital support to individual customers, corporate clients, public agencies, and field technicians; * Address inquiries, register requests and complaints, and provide general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, history tracking, and traceability; * Achieve performance indicators (KPIs), such as average handling time, first-contact resolution rate, customer satisfaction (CSAT), productivity, and quality; * Participate in training sessions, refresher courses, team meetings, and process updates; * Support continuous improvement of service by suggesting solutions and reporting recurring technical or behavioral issues from customers; **Revenue Generation** * Conduct customer service procedures aimed at post-sales, revenue generation, renewal, and customer base loyalty, performing surveys when necessary; * Provide courteous, clear, and agile telephone and digital support to individual customers, corporate clients, public agencies, and field technicians; * Address inquiries, register requests and complaints, and provide general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, history tracking, and traceability; * Achieve performance indicators (KPIs), such as average handling time, first-contact resolution rate, customer satisfaction (CSAT), productivity, and quality; * Participate in training sessions, refresher courses, team meetings, and process updates; * Support continuous improvement of service by suggesting solutions and reporting recurring technical or behavioral issues from customers. **Requirements and Qualifications** **CSC** * Completed high school education; * Sales and customer service techniques, negotiation and customer acquisition/retention techniques, plus proficiency with Google tools (Sheets, Docs); • Typing and grammar skills. **Technical Support** * Completed high school education; * Basic computer literacy and foundational knowledge of computer networks; * Oral and verbal communication skills. **Billing** * Completed high school education; * Basic computer literacy and mathematics knowledge; * Billing techniques. **Retention/Revenue Generation** * Completed high school education; * Basic computer literacy and basic mathematics knowledge. **Preferred qualifications:** **CSC** * Six months of experience in the field; * Familiarity with the Brazilian Consumer Protection Code. **Technical Support** * Proficiency with Google tools (Sheets, Docs); * Familiarity with the Brazilian Consumer Protection Code and customer service techniques; * Cisco and MikroTik certifications. **Billing** * Flexible availability for shifts; * Experience in telemarketing operations; * Customer service techniques. **Retention/Revenue Generation** * Six months of experience in the field; * Knowledge of customer service techniques and Google tools (Sheets, Docs). **Additional Information** * A work culture that respects and values people; * Internal events covering diverse topics; * A collaborative environment that fosters personal and professional development; * A flat and hierarchical structure — meaning you are the protagonist of your own career!; * Meal benefits (Headquarters via cafeteria; Branches via iFood); * Co-payment Health Insurance Plan; * Dental Insurance Plan; * Life Insurance; * Daycare Assistance; * PCD Dependent Assistance; * Payroll-deductible Loan (available after 6 months); * Up to 50% discount on Brisanet Internet and BrisaMusic services; * Wellhub (Gympass); * Up to 60% discount on higher education institutions. We have operated in the telecommunications sector for **27 years**, with the **mission of connecting people and promoting digital and social inclusion**. Today, we connect over 1.5 million households across Northeast Brazil, **leading the fixed internet (broadband) market** in the region. We are also a mobile telephony operator, experiencing increasingly significant growth. Our journey began in 1998 in Pereiro, a municipality in the interior of Ceará state. We were founded with the goal of **providing high-quality, affordable internet access to small towns**. Today, we operate across all nine states of Northeast Brazil, delivering **cutting-edge connectivity—from the interior to state capitals**—and actively contributing to Brazil’s digital transformation.
João Silva
Indeed · HR
João Silva
Indeed · HR
