Customer Service Representative

Description

Job Summary: We are seeking a Customer Service Representative to provide support, handle customer service inquiries, collections, cancellations, and retention activities, ensuring excellence and the best possible customer experience. Key Highlights: 1. Provide customer support and assistance via voice and chat. 2. Work in Customer Service, Collections, Cancellations, and Retention. 3. Resolve requests and promote the best possible customer experience. **Job Description** 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 promotion of the best possible experience. This role covers multiple areas including customer support, Customer Service (SAC), collections, cancellations, and retention, all aligned 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 Day-to-Day Responsibilities** * Embody the organizational identity of the Brisanet Group; * Prepare reports, forms, or spreadsheets as requested; * Update departmental performance indicators when necessary; * Actively participate in organizational meetings and commitments when requested; * Use individual and collective safety equipment when required; * Perform other related duties as needed by the department and leadership direction; **Customer Service (SAC)** * Handle Customer Service (SAC) interactions, focusing on resolving requests: billing 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 customers, public agencies, and field technicians; \- Resolve 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 customer 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 complex cases to appropriate levels; * Provide courteous, clear, and agile telephone and digital support to individual customers, corporate customers, public agencies, and field technicians; * Resolve 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 customer service by suggesting solutions and reporting recurring technical or behavioral issues from customers. **Collections** * Carry out debt collection and negotiation activities, offering alternatives and clarifying financial questions; * Provide courteous, clear, and agile telephone and digital support to individual customers, corporate customers, public agencies, and field technicians; * Resolve 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 customer service by suggesting solutions and reporting recurring technical or behavioral issues from customers. **Retention** * Manage cancellation requests, seeking to understand reasons and applying retention strategies where applicable; * Provide courteous, clear, and agile telephone and digital support to individual customers, corporate customers, public agencies, and field technicians; * Resolve 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 customer service by suggesting solutions and reporting recurring technical or behavioral issues from customers; **Revenue Generation** * Conduct customer service procedures aimed at after-sales support and/or revenue generation and/or renewal and customer base loyalty, conducting surveys when necessary; * Provide courteous, clear, and agile telephone and digital support to individual customers, corporate customers, public agencies, and field technicians; * Resolve 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 customer service by suggesting solutions and reporting recurring technical or behavioral issues from customers. **What We’re Looking For in This Opportunity:** **Customer Service (SAC)** * Completed high school education; * Knowledge of sales and customer service techniques, negotiation and retention strategies, and familiarity with Google tools (Sheets, Docs); * Typing and grammar proficiency. **Support** * Completed high school education; * Basic computer literacy and understanding 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 (SAC)** * Six months of 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 work hours; * Experience in telemarketing operations; * Customer service techniques. **Retention/Revenue Generation** * Six months of experience in the field; * Knowledge of customer service techniques and Google tools (Sheets, Docs). **At Brisanet Group, You’ll Find:** * 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—meaning you are the protagonist of your career!; * Meal benefits (Headquarters via cafeteria; Branches via Alelo card); * Co-payment Health Insurance Plan; * Dental Insurance Plan; * Life Insurance; * WellHub (GymPass); * Emotional Support Platform (IVI); * 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; * Up to 60% discounts at Higher Education Institutions.