Description: Customer Service Center (CSC) * High school diploma; * Sales and customer service techniques, negotiation and customer prospecting/retention techniques, as well as knowledge of Google tools (Sheets, Docs); typing and grammar proficiency. SUPPORT * High school diploma; * Basic computer literacy and fundamental knowledge of computer networks; * Oral and verbal communication skills. COLLECTION * High school diploma; * Basic computer literacy and mathematics knowledge; * Collection techniques. RETENTION/REVENUE GENERATION * High school diploma; * Basic computer literacy and basic mathematics knowledge. The following will be considered advantageous: CSC * Six months’ experience in the field; * Familiarity with the Consumer Protection Code. SUPPORT * Knowledge of Google tools (Sheets, Docs); * Familiarity with the Consumer Protection Code and customer service techniques; * Cisco and MikroTik certifications. COLLECTION * Flexible availability for shifts; * Experience in telemarketing operations; * Customer service techniques. RETENTION/REVENUE GENERATION * Six months’ experience in the field; * Knowledge of customer service techniques and Google tools (Sheets, Docs); * Demonstrated alignment with Brisanet Group’s organizational identity; * Preparation of reports, forms, or spreadsheets, as requested; * Updating area performance indicators when required; * Active participation in organizational meetings and commitments, when requested; * Use of individual and collective safety equipment, when required; * Execution of additional duties related to the position, according to departmental needs and leadership direction; CSC * Provide customer service via the Customer Service Center (CSC), focusing on resolving requests—including billing inquiries and service complaints, address changes, account holder changes, updates to registration data, financial guidance, plan modifications, and service referrals—while demonstrating empathy, active listening, and problem-solving skills; * Deliver courteous, clear, and prompt telephone and digital support to individual customers, corporate clients, public agencies, and field technicians; * Address customer inquiries, register requests and complaints, and provide general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, historical traceability, and auditability; * Meet performance indicators (KPIs), including 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 proposing solutions and reporting recurring technical or behavioral customer issues. SUPPORT * Provide first-level technical support, assisting customers with technical difficulties (e.g., service access issues, service instability, equipment configuration, system failures) and escalating complex cases to appropriate levels; * Deliver courteous, clear, and prompt telephone and digital support to individual customers, corporate clients, public agencies, and field technicians; * Address customer inquiries, register requests and complaints, and provide general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, historical traceability, and auditability; * Meet performance indicators (KPIs), including 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 proposing solutions and reporting recurring technical or behavioral customer issues. COLLECTION * Perform collection and debt negotiation activities, offering alternatives and clarifying financial questions; * Deliver courteous, clear, and prompt telephone and digital support to individual customers, corporate clients, public agencies, and field technicians; * Address customer inquiries, register requests and complaints, and provide general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, historical traceability, and auditability; * Meet performance indicators (KPIs), including 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 proposing solutions and reporting recurring technical or behavioral customer issues. RETENTION * Manage cancellation requests, seeking to understand underlying reasons and applying retention strategies where applicable; * Deliver courteous, clear, and prompt telephone and digital support to individual customers, corporate clients, public agencies, and field technicians; * Address customer inquiries, register requests and complaints, and provide general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, historical traceability, and auditability; * Meet performance indicators (KPIs), including 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 proposing solutions and reporting recurring technical or behavioral customer issues. REVENUE GENERATION * Conduct customer service procedures aimed at post-sales support and/or revenue generation and/or contract renewals and customer base loyalty, performing surveys when necessary; * Deliver courteous, clear, and prompt telephone and digital support to individual customers, corporate clients, public agencies, and field technicians; * Address customer inquiries, register requests and complaints, and provide general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, historical traceability, and auditability; * Meet performance indicators (KPIs), including 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 proposing solutions and reporting recurring technical or behavioral customer issues. 2512200202551929007