[Retention] Multichannel Customer Service Representative

Description

Job Summary: The Multichannel Customer Service Representative will follow up with customers after service interactions, applying active listening, empathy, and strategic argumentation to understand needs and strengthen relationships. Key Highlights: 1. Post-sales and post-service operations focused on customer experience. 2. Opportunity to strengthen customer relationships and loyalty. 3. An environment that promotes personal and professional development. **Be the connection point between the company and the customer, ensuring a complete, consultative, and efficient service experience!** If you possess strong communication skills, negotiation ability, and ease in understanding customer needs, this opportunity is for you. As a **Multichannel Customer Service Representative**, you will conduct post-service or post-contracting follow-ups with customers, using active listening, empathy, and strategic argumentation to understand needs, provide support, and identify retention opportunities and relationship-strengthening initiatives. We seek a proactive, organized, solution-oriented professional capable of handling interactions with attention to detail, ensuring a positive customer journey and directly contributing to customer base retention. **Responsibilities and Duties** * **Post\-sales and post\-service:** Contact customers to provide information, clarify doubts, and monitor their experience. * **System registration:** Complete HelpDesk forms with reported information. * **Request routing:** Forward requests to the responsible department. * **Service Order creation:** Register Service Orders (SOs) for plan renewals via the system. * **Supporting team goals:** Assist in tracking activities and achieving results. **Requirements and Qualifications** * Completed high school education. * Experience in customer service. * Strong verbal and written communication skills. * Negotiation and argumentation skills. * Basic computer knowledge (typing, navigation, and systems). **Behavioral Competencies:** * **Communication:** Ability to express oneself clearly, empathetically, and concisely when interacting with customers. * **Persuasion and negotiation:** Skill in understanding needs, presenting solutions, and conducting negotiations strategically. * **Results orientation:** Commitment to retention goals, service quality, and customer loyalty. * **Resilience:** Ability to handle objections and challenges while maintaining a professional and positive attitude. * **Proactivity:** Anticipating needs and seeking solutions that strengthen customer relationships. **Additional Information** **Salary :** * R$1\.621,00 \+ commission. **Working Hours :** * Monday to Friday: 2:00 PM to 8:20 PM; Saturday: 9:40 AM to 4:00 PM. * **Our Benefits :** * Meal Allowance or Food Allowance; * Medical and dental assistance; * Wellhub; * Internet plan discounts; * Transportation Allowance; * Life insurance; * Daycare assistance; * Assistance for dependents with disabilities; * Deezer discount; * Free access to the Skeelo app: a virtual library with over 250,000 books. **What are you waiting for? Join us as a \#Valeneter** For over 25 years, we have established a standard of **excellence in the telecommunications market** in Minas Gerais. With our own network exceeding 17,000 km, we operate a robust infrastructure delivering **fiber-optic internet**, **landline telephony**, **subscription-based TV**, **security services**, and **digital transformation solutions**, serving more than 120 locations and connecting over 200,000 customers. We are proud to be the **2nd largest internet provider** in Minas Gerais and among the **top 20 in Brazil**, according to Anatel’s ranking. Our team of over one thousand employees forms the foundation of our success. We are driven by our commitment to **innovation**, quality, and excellence in service delivery. We value an environment that fosters **personal and professional development**, always guided by our core values.