Customer Service Representative | Support

Description

Job Summary: As a Customer Service Representative, you will provide support and service to customers via voice and chat, ensuring excellence in relationship management and efficient resolution of requests. Key Highlights: 1. Provide customer support and service via voice and chat 2. Ensure excellence in relationship management and the best possible experience 3. Handle inquiries, requests, and complaints We are seeking a **Customer Service Representative** to provide support and service to customers through voice (telephone) and chat channels, ensuring excellence in relationship management, efficient resolution of requests, and delivery of the best possible experience. You will operate across multiple areas including customer support, customer care centers (SAC), billing, cancellations, and retention, 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** **Responsibilities and Duties** * Embody the organizational identity of the Brisanet Group; * Prepare reports, forms, or spreadsheets as requested; * Update departmental metrics when required; * Actively participate in organizational meetings and commitments when requested; * Use individual and collective safety equipment when necessary; * Perform additional duties related to the position, according to departmental needs and leadership direction; * Provide first-level technical support, assisting customers with technical difficulties (e.g., no service access, service instability, equipment configuration, system failures), escalating complex cases to appropriate levels; * Deliver courteous, clear, and agile telephone and digital service 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, 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** * Completed high school education; * Basic computer skills and foundational knowledge of computer networks; * Strong oral and written communication skills. **Preferred qualifications:** * Familiarity with Google tools (Sheets, Docs); * Knowledge of the Brazilian Consumer Protection Code and customer service techniques; * Cisco and MikroTik certifications. **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 balanced hierarchical and flat structure—meaning you are the protagonist of your own career!; * Meal benefits (Headquarters via cafeteria; Branches via iFood); * Co-payment Health Plan; * Dental Plan; * Life Insurance; * Childcare Assistance; * Assistance for Dependents with Disabilities; * Payroll-deductible Loan (available after 6 months); * Up to 50% discount on Brisanet Internet and BrisaMusic services; * Wellhub (Gympass); * Up to 60% discount at Higher Education Institutions. We have operated in the telecommunications sector for **27 years**, with a **mission to connect people and promote digital and social inclusion**. Today, we connect over 1.5 million households across Northeastern Brazil, **leading the fixed broadband internet 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 internet at affordable prices to small towns**. Today, we operate across all nine states of Northeastern Brazil, delivering **cutting-edge connectivity—from rural communities to state capitals**—and actively contributing to Brazil’s digital transformation.