We are a company in the **telecommunications** sector, currently operating 4 branches: 1 in Magé and 3 in Belford Roxo. Our **mission** is to connect people, communities, and businesses through high-quality internet access. We are more than an internet service provider; we are the architects of a more connected and informed society. Our **vision** is to become the largest digital services provider in the Baixada Fluminense region, reaching both residential and business customers. **Our provider is the only one that delivers human-centered service and quality. Capable of connecting people with innovation.** **WHAT WE VALUE?** * **Human-centered approach:** Placing people at the core of progress. * **Quality:** Always striving to deliver the best product in the market. * **Priority:** Our internal language focuses on resolving customer issues. * **Service agility:** We aim to deliver services or products ahead of schedule. * **Innovation practice:** A non-negotiable value—our company continuously seeks new products for the future. * **Social and environmental responsibility:** Our organization consistently strives to help. * **Transparency:** Being as transparent as possible with our customers is highly valued by the company today. **? Working Hours** * **Monday to Friday:** from **9 a.m. to 6 p.m.** * **Saturdays:** from **9 a.m. to 1 p.m.** **? On-call shift (rotating schedule):** The department operates under a rotating on-call shift system based on a pre-defined schedule. When scheduled for on-call duty, employees work **on Saturdays and Sundays, from 9 a.m. to 6 p.m.**, while maintaining their regular weekday schedule. The following week, the employee has time off on **Friday, Saturday, and Sunday**. **SOME RESPONSIBILITIES:** § Handle all customer requests related to cancellation and renegotiation. § Negotiate debt settlement with delinquent customers; § Contact customers with outstanding debts; § Assess the customer’s delinquency level; § Route service failure-related requests to the responsible department for resolution (if the customer cites such failures as reasons for cancellation or payment delay); § Monitor payment agreements made with customers; § Generate and forward collection reports regarding overdue debts to the finance department; § Request equipment retrieval from customers who have canceled their contracts via Service Order; § Request the finance department to remove credit bureau listings (e.g., Serasa and SPC) or any other type of protest and related actions; § Forward information about canceled customers who have agreed to reactivate or sign new contracts to the sales department; § Present and offer new benefits and/or plans to customers whose contracts were canceled due to delinquency, prior to issuing a Service Order for equipment retrieval; § Collect and record complaints from customers contacting the company to request cancellation of contracted services.