We are looking for a **Customer Service Representative** responsible for providing customer support and assistance through voice (telephone) and chat channels, ensuring excellence in customer relationships, efficient resolution of requests, and delivery of the best possible customer experience. The role covers multiple areas including customer support, customer service centers (SAC), collections, cancellations, and retention, 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** **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 other duties related to the position, according to departmental needs and leadership direction; SAC * Provide SAC (Customer Service Center) support, focusing on resolving requests: billing inquiries and service complaints, address changes, account holder changes, updates to registration data, financial guidance, plan changes, and service recommendations—applying empathy, active listening, and problem-solving; * Provide courteous, clear, and agile telephone and digital support to individual customers, corporate clients, 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; * 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. SUPPORT * Provide first-level technical support, assisting customers with technical difficulties (e.g., no service access, service instability, equipment configuration, system failures), escalating more complex cases to appropriate support levels; * Provide courteous, clear, and agile telephone and digital support to individual customers, corporate clients, 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; * 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. COLLECTIONS * Carry out collection and debt negotiation activities, offering alternatives and clarifying financial questions; * Provide courteous, clear, and agile telephone and digital support to individual customers, corporate clients, 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; * 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. RETENTION * Handle cancellation requests, seeking to understand underlying reasons and applying retention strategies where applicable; * Provide courteous, clear, and agile telephone and digital support to individual customers, corporate clients, 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; * 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; REVENUE GENERATION * Conduct customer service procedures aimed at post-sales, revenue generation, renewal, and customer base loyalty, including conducting surveys when necessary; * Provide courteous, clear, and agile telephone and digital support to individual customers, corporate clients, 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; * 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** SAC * Completed high school education; * Knowledge of sales and customer service techniques, negotiation and customer retention techniques, and familiarity with Google tools (Sheets, Docs); • Typing and grammar proficiency. SUPPORT * Completed high school education; * Basic computer literacy and foundational knowledge of computer networks; * Strong oral and written communication skills. COLLECTIONS * Completed high school education; * Basic computer literacy and mathematics knowledge; * Collection techniques. RETENTION/REVENUE GENERATION * Completed high school education; * Basic computer literacy and foundational mathematics knowledge. **Preferred qualifications:** SAC * Six months of prior experience in the field; * Familiarity with the Brazilian Consumer Protection Code. SUPPORT * Familiarity with Google tools (Sheets, Docs); * Understanding of the Brazilian Consumer Protection Code and customer service techniques; * Cisco and MikroTik certifications. COLLECTIONS * Flexible availability for shift work; * 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). **Additional Information** * 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 organizational structure—meaning you are the protagonist of your own career!; * Meals (Headquarters via cafeteria; Branches via iFood); * Co-payment Health Plan; * Dental Plan; * Life Insurance; * Childcare Assistance; * Assistance for Dependents with Disabilities; * Payroll-deductible Loans (available after 6 months); * Discounts of up to 50% on Brisanet Internet and BrisaMusic services; * Wellhub (Gympass); * Up to 60% discounts 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, affordable internet access to small towns**. Today, we operate across all nine states of Northeast Brazil, delivering **cutting-edge connectivity—from rural communities to state capitals**—and actively contributing to Brazil’s digital transformation.