Customer Service Representative | Support

Description

We are looking for a **Customer Service Representative** responsible for providing support and assistance to customers via voice channels (telephone) and chat, ensuring excellence in customer relationships, efficient resolution of requests, and delivery of the best possible experience. The role covers multiple areas including customer support, customer service centers (SAC), collections, cancellations, and retention, all in accordance with company standards and policies. If you are an attentive professional who delights your customers and possess a strong sense of ownership, Brisanet is the place for you! Let’s set sail toward the future! **\#VemSerBrisanet** **Responsibilities and Duties** * Embody the organizational identity of the Brisanet Group; * Prepare reports, forms, or spreadsheets as requested; * Update departmental indicators when necessary; * Actively participate in organizational meetings and commitments upon request; * Use individual and collective safety equipment when required; * Perform other duties related to the position, as needed by the department and under leadership direction; * 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; * Deliver courteous, clear, and agile telephone and digital support to individual customers, corporate clients, public agencies, and field technicians; * Address inquiries, register requests and complaints, and provide general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, history tracking, and traceability; * Achieve performance indicators (KPIs), such as average handling time, 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 observed among customers. **Requirements and Qualifications** * Completed high school education; * Basic computer skills and fundamental knowledge of computer networks; * Proficiency in oral and written communication. **Preferred qualifications:** * Familiarity with Google tools (Sheets, Docs); * Basic understanding of the Brazilian Consumer Protection Code and customer service techniques; * Cisco and MikroTik certifications. **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 work structure — meaning you are the protagonist of your own career!; * Meal allowance (Headquarters via cafeteria; Branches via iFood); * Co-payment Health Plan; * Dental Plan; * Life Insurance; * Daycare Assistance; * Dependent Person with Disability Assistance; * Payroll-deducted Loan (available after 6 months); * Up to 50% discount on Brisanet Internet and BrisaMusic services; * Wellhub (Gympass); * Up to 60% discount 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 Northeastern 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 Pereiro, a municipality in the interior of Ceará state. We were founded with the goal of **providing high-quality internet at affordable prices to small towns**. Today, we operate across all nine states of Northeastern Brazil, delivering **cutting-edge connectivity from the interior to state capitals**, actively contributing to digital transformation in Brazil.