Job Summary: Professional responsible for managing and monitoring customer service activities, supporting quality, process improvement, and customer relationship. Key Highlights: 1. Route management and monitoring of customer service activities 2. Support in quality indicators and process improvement 3. Management of compliance with ANATEL deadlines and VIP customers Customer Service Engineering Customer Service Engineering Directorate – São Paulo Capital **Work Location: Vila Mariana Cluster/SP** To provide our customers with an enhanced experience, we have the Customer Service Engineering and Customer Service teams. The Engineering team’s mission is to explore new technologies, plan the telephony network, and drive technological expansion of our products and network. The Customer Service team ensures speed and quality in repair, installation, and maintenance of B2B and B2C customer lines across fixed, mobile, and TV networks. Through consistent projects and planning, we implement the company’s technological evolution, increasing network capacity. Want to join this team? Then come aboard! **Responsibilities and Duties** Manage technician routes; Monitor and handle customer service activities, administratively forwarding execution of processes related to installation, faults, address changes, and provisioning; * Support quality indicator control regarding installations, address changes, and repairs; * Process improvement initiatives focused on customer satisfaction, based on TDNA scores and feedback; * Schedule activities by phone with customers; * Correct service orders for installations, repairs, and disconnections (line, broadband, TV); * Manage compliance with ANATEL indicator deadlines; * Manage escalations, “V” customers, and VIP customers; * Monitor backlog and prioritize e\-mails; * Report daily situations/issues; * Update operational reports; **Requirements and Qualifications** * Completed High School education with official graduation certificate; Intermediate knowledge of Excel and Windows * Preferred Qualifications * Pursuing a higher education degree in Business Administration, Business or Process Management, or Engineering; * Knowledge of project management tools; * Familiarity with Next, Siebel, NSIA, WFM, Remedy, CSO, Sagre, Sigres, Efika, ETA\-Direct, and DM systems will be considered a plus. **Additional Information** Here’s what we offer you: At Vivo, we spare no effort in supporting and valuing our employees—not just excellent benefits, but flexible ones too. • Choose the ideal benefit for you and your dependents via a digital platform offering multiple categories: Gym, Meal Voucher (VR), Food Voucher (VA), Pharmacy Assistance, Medical Assistance, Dental Assistance, and Life Insurance; • Corporate mobile phone. Yes, a brand-new smartphone for you! • Unlimited voice and data plan! Yes, unlimited! On the best mobile network—faster than ever with Vivo’s 5G! • An exclusive Vivo offer with special discounts on fixed-line, broadband, TV, and apps; • Eligibility for annual Bonus or PPR (Profit-Sharing Plan); • Plan your future through our Private Pension Plan; • Have children? You’ll receive a subsidy to help cover school, daycare, or babysitter expenses; • Work in an environment that respects your personality, your style of dress, your way of being—and where you can be authentically yourself. \#VemdeVocê • Work remotely up to two days per week. \#Mobility • Enjoy flexible working hours; • Take a day off (Day off) to celebrate your birthday; • Join one of the largest corporate volunteer programs to help transform the world; • Benefit from our Educational Development Program, which offers partnerships with educational institutions featuring discounts, certifications, and online courses; • Accelerate your career through our Internal Recruitment Program—within Brazil or abroad—as we operate in over 17 countries! \#VivoMinhaCarreira • Access various initiatives designed to improve your physical, emotional, and social well-being! Here, we have \#VivoBemEstar, encouraging our team to adopt healthy habits and enjoy a better quality of life! Services available to our employees include consultations with nutritionists, psychologists, social workers, telemedicine, and more! • All our job openings are open to people with disabilities and/or rehabilitated individuals. We foster a culture that values diversity, differences, and individual potential! \#VivoDiversidade \#VemPraVivo Important: The only way to apply for Vivo selection processes is through the company’s pages on the Gupy platform at https://vivo.gupy.io. There is no fee required for application or hiring. We are part of Telefônica Group, the telecommunications leader in Brazil. Our purpose is to **Digitalize to Connect**, bringing people, businesses, and society closer together—building a more connected nation and transforming the lives of Brazilians. We aim to expand autonomy, personalization, and real-time choices for our customers, placing them in control of their digital lives—with security, reliability, and the quality only Vivo delivers. To achieve this, we lead a digital transformation journey and are revolutionizing our company from within. We’ve implemented agile methodologies across the entire organization, seeking to connect with the most innovative and collaborative ways of working. We act to foster a diverse and inclusive environment that stimulates creativity, drives innovation, and boosts engagement. At Vivo, culture is the force that transforms strategy into action. We are driven by **Purple Passion**—our unique ability to envision, execute, and overcome barriers with entrepreneurial courage, anticipate trends, and build a future we’re proud of. This energy connects diversity, innovation, and sustainability—transforming purpose into impact through technology and its infinite possibilities. **To live this essence, we seek people who embody our 5 Passions**—behaviors reflecting who we are and how we make a difference: * **"The customer’s time is now"**: Immediately resolve what matters most to the customer. * **"People are our best technology"**: Adopt a constructive attitude, collaborate, and trust connections. * **"Curiosity pays off"**: Act with courage, test new ideas, and learn from every discovery. * **"Simplicity is possible"**: Get straight to the point, solve with those who matter, and simplify the path. * **"Results are my responsibility"**: Own your actions and outcomes, recognizing that omissions also generate impact. We believe **diversity**—in people, experiences, cultures, behaviors, skills, and attitudes—is a differentiator that reflects the society we live in. We maintain a robust internal program anchored in five pillars: Gender, LGBTI\+, Race, Persons with Disabilities (PcD), and 50\+, ensuring a more inclusive culture and a more diverse, representative workplace. We are a **technology** company inspired by diversity and **innovation**, offering space for everyone, supporting and embracing differences. We believe the path to delivering the best experience to our customers begins with delivering a great experience to our employees. **\#VemPraVivo**