Customer Service Representative

Description

Job Summary: Responsible for providing voice and chat support and assistance to customers, ensuring excellence in relationship management and efficient resolution of requests. Key Highlights: 1. Work across multiple areas: Customer Service Center (CSC), support, collections, cancellation, and retention 2. Focus on excellence in customer relationship and experience 3. An environment that values personal and professional development **Job Description** We are seeking a **Customer Service Representative** to provide support and assistance to customers via voice (telephone) and chat channels, ensuring excellence in relationship management, efficient resolution of requests, and delivery of the best possible customer experience. This role covers multiple areas including customer support, CSC, collections, cancellation, and retention, in compliance 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** **What will your day-to-day look like?** * Embody the organizational identity of the Brisanet Group; * Prepare reports, forms, or spreadsheets as requested; * Update area-specific metrics when required; * Actively participate in organizational meetings and commitments, as 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; **Customer Service Center (CSC)** * Handle CSC (Customer Service Center) inquiries with a focus 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; \- Address inquiries, register requests, handle complaints, and provide general guidance;\- Record all interactions in internal systems (CRM), ensuring accuracy, historical tracking, and traceability; * Achieve performance indicators (KPIs), such as average handling time, first-contact resolution rate, customer satisfaction (CSAT), productivity, and quality; * Attend trainings, refresher courses, team meetings, and process updates; * Support continuous improvement of 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; * Address inquiries, register requests, handle complaints, and provide general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, historical tracking, and traceability; * Achieve performance indicators (KPIs), such as average handling time, first-contact resolution rate, customer satisfaction (CSAT), productivity, and quality; * Attend trainings, refresher courses, team meetings, and process updates; * Support continuous improvement of 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; * Address inquiries, register requests, handle complaints, and provide general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, historical tracking, and traceability; * Achieve performance indicators (KPIs), such as average handling time, first-contact resolution rate, customer satisfaction (CSAT), productivity, and quality; * Attend trainings, refresher courses, team meetings, and process updates; * Support continuous improvement of service by suggesting solutions and reporting recurring technical or behavioral issues from customers. **Retention** * Manage cancellation requests, identify underlying reasons, and apply retention strategies where applicable; * Provide courteous, clear, and agile telephone and digital support to individual customers, corporate customers, public agencies, and field technicians; * Address inquiries, register requests, handle complaints, and provide general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, historical tracking, and traceability; * Achieve performance indicators (KPIs), such as average handling time, first-contact resolution rate, customer satisfaction (CSAT), productivity, and quality; * Attend trainings, refresher courses, team meetings, and process updates; * Support continuous improvement of service by suggesting solutions and reporting recurring technical or behavioral issues from customers; **Revenue Generation** * Conduct customer service procedures targeting post-sales, revenue generation, renewal, and customer base loyalty, and carry out surveys when required; * Provide courteous, clear, and agile telephone and digital support to individual customers, corporate customers, public agencies, and field technicians; * Address inquiries, register requests, handle complaints, and provide general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, historical tracking, and traceability; * Achieve performance indicators (KPIs), such as average handling time, first-contact resolution rate, customer satisfaction (CSAT), productivity, and quality; * Attend trainings, refresher courses, team meetings, and process updates; * Support continuous improvement of service by suggesting solutions and reporting recurring technical or behavioral issues from customers. **What we seek for this opportunity:** **Customer Service Center (CSC)** * Completed high school education; * Knowledge of sales and customer service techniques, negotiation and retention techniques for prospecting customers, and familiarity with Google tools (Sheets, Docs); * Typing and grammar proficiency. **Support** * Completed high school education; * Basic computer literacy and foundational knowledge of computer networks; * Proficiency in oral and written communication. **Collections** * Completed high school education; * Basic computer literacy and mathematics knowledge; * Collections techniques. **Retention/Revenue Generation** * Completed high school education; * Basic computer literacy and foundational mathematics knowledge. **Preferred Qualifications:** **Customer Service Center (CSC)** * Six months of 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 for shifts; * 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 fosters personal and professional development; * A flat yet structured hierarchy—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); * IVI (Emotional Support Platform); * Childcare Assistance; * Dependent PCD Assistance; * Payroll Deduction Loan (available after 6 months); * Up to 50% discount on Brisanet Internet and BrisaMusic services; * Up to 60% discount at higher education institutions.