Customer Service Representative | Support

Description

Job Summary: We are seeking a Customer Service Representative to provide support and assistance via voice and chat, ensuring excellence in customer relationships and efficient resolution of requests. Key Highlights: 1. Provide customer support and assistance via voice and chat channels. 2. Handle inquiries, log requests and complaints. 3. Contribute to the continuous improvement of customer service. We are looking for a **Customer Service Representative** responsible for delivering support and assistance to customers through 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, customer care centers (SAC), billing, cancellations, and retention, all in accordance with company standards and policies. If you are an attentive professional who delights customers and demonstrates a strong sense of 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, as requested; * Use individual and collective safety equipment, when necessary; * Perform other duties related to the position, according to departmental needs and leadership direction; * Provide first-level technical support, assisting customers with technical issues (e.g., service access failure, service instability, device 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, log requests, complaints, and provide general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, history tracking, and traceability; * Meet 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 service improvement by suggesting solutions and reporting recurring technical or behavioral customer issues. **Requirements and Qualifications** * Completed high school education; * Basic computer skills and foundational knowledge of computer networks; * Proficiency in oral and written communication. **Preferred qualifications:** * Familiarity with Google tools (Sheets, Docs); * Knowledge of the Brazilian Consumer Protection Code and customer service techniques; * Cisco and MikroTik certifications. **Additional Information** * 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 organizational structure — meaning you are the protagonist of your own career!; * Meal benefits (Headquarters via cafeteria; Branches via iFood); * Co-payment Health Insurance Plan; * Dental Insurance Plan; * Life Insurance; * 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; * Wellhub (Gympass); * Up to 60% discounts 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 telecommunications 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 areas to state capitals**, actively contributing to digital transformation in Brazil.