Customer Service Representative

Description

Job Summary: Attentive professional who delights customers, responsible for support and service across multiple channels, ensuring excellence and the best possible experience. Key Highlights: 1. Multichannel customer support (voice and chat) 2. Efficient resolution of requests in Customer Service, Technical Support, Collections, and Retention 3. Focus on excellence in customer relationships and satisfaction **Job Description** We are seeking a **Customer Service Representative** to provide support and service to customers via voice (telephone) and chat channels, ensuring excellence in relationship management, efficient resolution of requests, and delivery of the best possible experience. This role covers various areas including customer support, customer service, collections, cancellations, and retention, all aligned with company standards and policies. If you are an attentive professional who delights customers and possess a strong sense of ownership, Brisanet is the place for you! Let’s sail toward the future! **\#JoinBrisanet** **Your Day-to-Day Responsibilities** * 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, according to departmental needs and leadership direction; **Customer Service (SAC)** * Provide Customer Service (SAC) support, focusing on resolving requests: billing and service complaints, address changes, account holder changes, updates to registration data, financial guidance, plan changes, and service recommendations—ensuring empathy, active listening, and problem resolution; * Deliver courteous, clear, and agile telephone and digital support to individual customers, corporate clients, public agencies, and field technicians; \- Address inquiries, register requests, handle 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, first-contact 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 issues from customers. **Technical Support** * Provide first-level technical support, assisting customers with technical difficulties (e.g., no service access, 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, register requests, handle 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, first-contact 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 issues from customers. **Collections** * Carry out collection and debt negotiation activities, offering alternatives and clarifying financial questions; * Deliver courteous, clear, and agile telephone and digital support to individual customers, corporate clients, public agencies, and field technicians; * Address inquiries, register requests, handle 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, first-contact 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 issues from customers. **Retention** * Handle cancellation requests, identify underlying reasons, and apply retention strategies where applicable; * Deliver courteous, clear, and agile telephone and digital support to individual customers, corporate clients, public agencies, and field technicians; * Address inquiries, register requests, handle 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, first-contact 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 issues from customers; **Revenue Generation** * Conduct customer service procedures aimed at after-sales, revenue generation, renewal, and customer base loyalty, and conduct surveys when necessary; * Deliver courteous, clear, and agile telephone and digital support to individual customers, corporate clients, public agencies, and field technicians; * Address inquiries, register requests, handle 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, first-contact 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 issues from customers. **What We’re Looking For in This Opportunity:** **Customer Service (SAC)** * Completed high school education; * Knowledge of sales and customer service techniques, negotiation and retention strategies for prospecting customers, plus familiarity with Google tools (Sheets, Docs); * Typing and grammar proficiency. **Technical Support** * Completed high school education; * Basic computer literacy and fundamental knowledge of computer networks; * Oral and written communication skills. **Collections** * Completed high school education; * Basic computer and mathematics knowledge; * Collection techniques. **Retention/Revenue Generation** * Completed high school education; * Basic computer and mathematics knowledge. **Preferred Qualifications:** **Customer Service (SAC)** * Six months of prior experience in the field; * Familiarity with the Brazilian Consumer Protection Code. **Technical 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 shift work; * Experience in telemarketing operations; * Customer service techniques. **Retention/Revenue Generation** * Six months of prior 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 Plan; * Dental Plan; * Life Insurance; * WellHub (GymPass); * Emotional Support Platform (IVI); * Childcare Assistance; * Assistance for Dependents with Disabilities; * Payroll-Deductible Loans (available after 6 months); * Up to 50% discount on Brisanet Internet and BrisaMusic services; * Up to 60% discount at Higher Education Institutions.