Retention Operator

Description

Job Summary: We are seeking a Retention Operator to contact customers, resolve financial issues, follow cancellation reversal scripts, and retain customers in Brisanet’s portfolio. Key Highlights: 1. Active and responsive support to resolve financial questions and issues. 2. Focus on customer retention and reversal of cancellation requests. 3. Propose customized solutions and ensure the best customer experience. We are looking for a Retention Operator to conduct active and/or responsive outreach to our customers. Resolve financial questions and issues related to contracted services. Follow scripts, procedures, and guidelines for cancellation reversal and customer retention within Brisanet’s portfolio, aiming to reverse cancellation requests and maintain customers in Brisanet’s portfolio. If you are an attentive professional who delights customers and demonstrates ownership, Brisanet is the place for you! Let’s sail toward the future! \#VemSerBrisanet **Responsibilities and Duties** • Embody the organizational identity of the Brisanet Group; • 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; • Provide telephone and/or virtual (chat-based) customer support to clarify questions about products and/or services provided; • Conduct active or responsive outreach to customers; • Conduct active and/or responsive outreach to customers; • Follow scripts, guidelines, and procedures for customer retention and cancellation reversal; • Clarify questions and provide accurate information about products or services; • Ensure the best customer experience; • Propose customized solutions tailored to each customer’s specific needs; • Establish relationships built on trust and empathy; **Requirements and Qualifications** • Completed high school education; • Experience with sales techniques and customer service; • Customer negotiation and retention techniques; • Proficiency in typing and grammar; • Basic mathematics; • Google tools (Sheets, Docs). Preferred qualifications: • Six months of experience in the field; • Familiarity with the Brazilian Consumer Protection Code. **Additional Information** • A work culture that respects and values people; • Internal events covering diverse topics; • A collaborative environment that supports personal and professional development; • A horizontal and vertical workplace — you are the protagonist of your career!; • Meal benefits (Headquarters via cafeteria; Branches via iFood); • Co-payment Health Plan; • Dental Plan; • Life Insurance; • Childcare Assistance; • PCD Dependent Assistance; • Payroll-deducted 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 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 broadband internet market** in the region. We are also a mobile telephony operator, experiencing increasingly significant growth. Our journey began in 1998 in the city of Pereiro, 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 Northeast Brazil, delivering **cutting-edge connectivity from rural areas to state capitals**, actively contributing to Brazil’s digital transformation.