Customer Service Representative

Description

Job Summary: Responsible for providing voice and chat-based support and customer service, ensuring excellence in customer relationships and the best possible experience. Key Highlights: 1. Work across multiple areas: Customer Service Center (CSC), support, collections, cancellation, and retention. 2. Opportunity for attentive professionals who delight customers. 3. Focus on efficiently resolving requests and promoting customer satisfaction. **Job Description** We are seeking a **Customer Service Representative** responsible for delivering voice (telephone) and chat-based support and customer service, ensuring excellence in customer relationships, efficient resolution of requests, and delivery of the best possible experience. This role operates across multiple areas—including customer support, CSC, collections, cancellation, and retention—while adhering to company standards and policies. If you are an attentive professional who delights customers and demonstrates ownership, Brisanet is the place for you! Let’s sail toward the future! **\#JoinBrisanet** **Your Daily Responsibilities** * Embody the organizational identity of the Brisanet Group; * Prepare reports, forms, or spreadsheets as requested; * Update area-related metrics when necessary; * Actively participate in organizational meetings and commitments when requested; * Use individual and collective safety equipment when required; * Perform other duties related to the position, as needed by the department and per leadership direction; **Customer Service Center (CSC)** * Handle CSC (Customer Service Center) inquiries with a focus on resolving requests—including billing 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 and corporate customers, public agencies, and field technicians; \- Address inquiries, register requests, complaints, and general guidance;\- Record all interactions in internal systems (CRM), ensuring accuracy, history tracking, and traceability; * Achieve performance indicators (KPIs), such as average handling time, 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 customer issues. **Support** * Provide 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 levels; * Provide courteous, clear, and agile telephone and digital support to individual and corporate customers, public agencies, and field technicians; * Address inquiries, register requests, complaints, and general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, history tracking, and traceability; * Achieve performance indicators (KPIs), such as average handling time, 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 customer issues. **Collections** * Carry out debt collection and negotiation activities, offering alternatives and clarifying financial questions; * Provide courteous, clear, and agile telephone and digital support to individual and corporate customers, public agencies, and field technicians; * Address inquiries, register requests, complaints, and general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, history tracking, and traceability; * Achieve performance indicators (KPIs), such as average handling time, 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 customer issues. **Retention** * Manage cancellation requests, identifying root causes and applying retention strategies where applicable; * Provide courteous, clear, and agile telephone and digital support to individual and corporate customers, public agencies, and field technicians; * Address inquiries, register requests, complaints, and general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, history tracking, and traceability; * Achieve performance indicators (KPIs), such as average handling time, 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 customer issues; **Revenue Generation** * Conduct customer service procedures targeting post-sales, revenue generation, renewal, and customer base loyalty, and conduct surveys when required; * Provide courteous, clear, and agile telephone and digital support to individual and corporate customers, public agencies, and field technicians; * Address inquiries, register requests, complaints, and general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, history tracking, and traceability; * Achieve performance indicators (KPIs), such as average handling time, 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 customer issues. **What We’re Looking For:** **Customer Service Center (CSC)** * Completed high school education; * Knowledge of sales and customer service techniques, negotiation and retention strategies, and familiarity with Google tools (Sheets, Docs); * Proficiency in typing and grammar. **Support** * Completed high school education; * Basic computer literacy and fundamental knowledge of computer networks; * Strong oral and written communication skills. **Collections** * Completed high school education; * Basic computer literacy and mathematics knowledge; * Collections techniques. **Retention/Revenue Generation** * Completed high school education; * Basic computer literacy and fundamental mathematics knowledge. **Preferred Qualifications:** **Customer Service Center (CSC)** * Six months of prior experience in the field; * Familiarity with the Brazilian Consumer Protection Code. **Support** * Familiarity with Google tools (Sheets, Docs); * Knowledge of the Brazilian Consumer Protection Code and customer service techniques; * Cisco and MikroTik certifications. **Collections** * Flexible availability for work hours; * Experience in telemarketing operations; * Customer service techniques. **Retention/Revenue Generation** * Six months of prior experience in the field; * Knowledge of customer service techniques and Google tools (Sheets, Docs). **What You’ll Find at Brisanet Group:** * A workplace culture that respects and values people; * Internal events covering diverse topics; * A collaborative environment that supports personal and professional development; * A horizontal and vertical work environment—meaning you drive your own career! * Meals (Head Office via cafeteria; Branches via Alelo meal card); * Co-payment Health Insurance Plan; * Dental Insurance Plan; * Life Insurance; * WellHub (GymPass); * IVI (Emotional Support Platform); * Childcare Assistance; * Assistance for Dependents with Disabilities; * Payroll-Deductible Loans (available after 6 months); * Up to 50% discount on Brisanet Internet and BrisaMusic services; * Up to 60% discount on higher education institutions.