Customer Service Representative

Description

Job Summary: We are seeking a Customer Service Representative to provide support, handle customer service inquiries (CSC), collections, cancellations, and retention activities, ensuring excellence and the best possible experience. Key Highlights: 1. Responsible for multichannel customer service (voice and chat) 2. Focused on excellence and customer satisfaction 3. Work across multiple areas: Customer Service Center (CSC), Support, Collections, Cancellation, and Retention **Job Description** We are looking for a **Customer Service Representative** responsible for delivering customer support and service via voice (telephone) and chat channels, ensuring excellence in customer relationships, efficient resolution of requests, and promotion of the best possible experience. This role covers various functions including customer support, CSC, collections, 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 sail toward the future! **\#JoinBrisanet** **Your Daily Responsibilities** * 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, as requested; * Use individual and collective safety equipment when necessary; * Perform other related duties as needed by the department and leadership direction; **Customer Service Center (CSC)** * Handle CSC (Customer Service Center) inquiries, focusing on resolving requests: 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 service to individual customers, 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, first-contact resolution rate, customer satisfaction (CSAT), productivity, and quality; * Attend training sessions, refresher courses, team meetings, and process updates; * Support continuous improvement of service delivery by suggesting solutions and reporting recurring technical or behavioral issues from customers. **Support** * 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; * Provide courteous, clear, and agile telephone and digital service to individual customers, 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, first-contact resolution rate, customer satisfaction (CSAT), productivity, and quality; * Attend training sessions, refresher courses, team meetings, and process updates; * Support continuous improvement of service delivery by suggesting solutions and reporting recurring technical or behavioral issues from customers. **Collections** * Carry out collection and debt negotiation activities, offering alternatives and clarifying financial questions; * Provide courteous, clear, and agile telephone and digital service to individual customers, 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, first-contact resolution rate, customer satisfaction (CSAT), productivity, and quality; * Attend training sessions, refresher courses, team meetings, and process updates; * Support continuous improvement of service delivery by suggesting solutions and reporting recurring technical or behavioral issues from customers. **Retention** * Manage cancellation requests, identifying underlying reasons and applying retention strategies where applicable; * Provide courteous, clear, and agile telephone and digital service to individual customers, 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, first-contact resolution rate, customer satisfaction (CSAT), productivity, and quality; * Attend training sessions, refresher courses, team meetings, and process updates; * Support continuous improvement of service delivery by suggesting solutions and reporting recurring technical or behavioral issues from customers; **Revenue Generation** * Conduct customer service procedures aimed at after-sales support, revenue generation, contract renewals, and customer loyalty, conducting surveys when necessary; * Provide courteous, clear, and agile telephone and digital service to individual customers, 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, first-contact resolution rate, customer satisfaction (CSAT), productivity, and quality; * Attend training sessions, refresher courses, team meetings, and process updates; * Support continuous improvement of service delivery by suggesting solutions and reporting recurring technical or behavioral issues from customers. **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 prospecting techniques, plus familiarity with Google tools (Sheets, Docs); * Typing and grammar proficiency. **Support** * Completed high school education; * Basic computer literacy and fundamental knowledge of computer networks; * Oral and verbal communication skills. **Collections** * Completed high school education; * Basic computer and mathematics knowledge; * Collections techniques. **Retention/Revenue Generation** * Completed high school education; * Basic computer and mathematics knowledge. **Preferred Qualifications:** **Customer Service Center (CSC)** * Minimum 6 months of 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** * 6 months of experience in the field; * Knowledge of customer service techniques and Google tools (Sheets, Docs). **At Brisanet Group, You’ll Find:** * A workplace culture that respects and values people; * Internal events covering diverse topics; * A collaborative environment that supports personal and professional development; * A flat and hierarchical structure—meaning you are the protagonist of your career!; * Meal benefits (Headquarters via cafeteria; Branches via Alelo card); * Co-payment Health Plan; * Dental Plan; * Life Insurance; * WellHub (GymPass); * Childcare Assistance; * Dependent PCD Assistance; * Payroll-deductible loans (available after 6 months); * Discounts of up to 50% on Brisanet Internet and BrisaMusic services; * Up to 60% discounts at higher education institutions.