We are looking for a **Customer Service Representative** to provide support and assistance to customers through voice (telephone) and chat channels, 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 center (SAC), collections, cancellations, and retention, all 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, as needed by the department and directed by leadership; SAC * Handle SAC (Customer Service Center) interactions, focusing on resolving requests: billing inquiries and service complaints, address changes, account holder changes, updates to registration data, financial guidance, plan changes, and service referrals—applying empathy, active listening, and problem-solving skills; * Provide courteous, clear, and agile telephone and digital support to individual customers, corporate clients, public agencies, and field technicians; * Address inquiries, register requests, log complaints, and provide general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, historical traceability, and auditability; * Meet performance indicators (KPIs), such as average handling time, first-contact resolution rate, customer satisfaction (CSAT), productivity, and quality; * Attend training sessions, refresher courses, team meetings, and process updates; * Support continuous improvement of service delivery 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 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, log complaints, and provide general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, historical traceability, and auditability; * Meet performance indicators (KPIs), such as average handling time, first-contact resolution rate, customer satisfaction (CSAT), productivity, and quality; * Attend training sessions, refresher courses, team meetings, and process updates; * Support continuous improvement of service delivery 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, log complaints, and provide general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, historical traceability, and auditability; * Meet performance indicators (KPIs), such as average handling time, first-contact resolution rate, customer satisfaction (CSAT), productivity, and quality; * Attend training sessions, refresher courses, team meetings, and process updates; * Support continuous improvement of service delivery by suggesting solutions and reporting recurring technical or behavioral issues from customers. RETENTION * Manage 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, log complaints, and provide general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, historical traceability, and auditability; * Meet performance indicators (KPIs), such as average handling time, first-contact resolution rate, customer satisfaction (CSAT), productivity, and quality; * Attend training sessions, refresher courses, team meetings, and process updates; * Support continuous improvement of service delivery by suggesting solutions and reporting recurring technical or behavioral issues from customers; MONETIZATION * Conduct customer service procedures focused on after-sales, monetization, renewal, and customer base loyalty, and carry out 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, log complaints, and provide general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, historical traceability, and auditability; * Meet performance indicators (KPIs), such as average handling time, first-contact resolution rate, customer satisfaction (CSAT), productivity, and quality; * Attend training sessions, refresher courses, team meetings, and process updates; * Support continuous improvement of service delivery by suggesting solutions and reporting recurring technical or behavioral issues from customers. **Requirements and Qualifications** SAC * High school diploma; * Knowledge of sales and customer service techniques, negotiation and retention strategies for prospecting customers, and familiarity with Google tools (Sheets, Docs); • Typing and grammar proficiency. SUPPORT * High school diploma; * Basic computer literacy and fundamental networking concepts; * Strong oral and written communication skills. COLLECTIONS * High school diploma; * Basic computer literacy and mathematics; * Collections techniques. RETENTION/MONETIZATION * High school diploma; * Basic computer literacy and mathematics. **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); * Knowledge of the Brazilian Consumer Protection Code and customer service techniques; * Cisco and MikroTik certifications. COLLECTIONS * Flexible availability; * Experience in telemarketing operations; * Customer service techniques. RETENTION/MONETIZATION * Six months of 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 balanced horizontal and vertical structure—meaning you are the protagonist of your own career!; * Meal benefits (Headquarters via cafeteria; Branches via iFood); * Co-payment Health Plan; * Dental Plan; * Life Insurance; * Childcare Assistance; * PCD Dependent Assistance; * Payroll-deductible Loans (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 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 Pereiro, a municipality 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**—actively contributing to Brazil’s digital transformation.