Customer Service Representative

Description

Job Summary: We are seeking a Customer Service Representative to provide voice and chat support and service, ensuring excellence in customer relationships and efficient resolution of requests. Key Highlights: 1. Responsible for excellence in customer relationship management and efficient resolution of requests. 2. Supporting customers through Customer Service Centers (CSC), billing, cancellations, and retention activities. 3. Opportunity to deliver the best possible customer experience. We are looking for a **Customer Service Representative** responsible for delivering support and service to customers via voice (telephone) and chat channels, ensuring excellence in relationships, efficient resolution of requests, and delivery of the best possible customer experience. This role covers multiple areas including customer support, Customer Service Centers (CSC), billing, cancellations, and retention, all aligned with company standards and policies. If you are an attentive professional who delights customers and possesses 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 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, according to departmental needs and leadership direction; **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 customer inquiries, register requests, complaints, and general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, history tracking, and traceability; * Meet 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 improvement of service 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; * Provide courteous, clear, and agile telephone and digital support to individual customers, corporate customers, public agencies, and field technicians; * Address customer inquiries, register requests, complaints, and general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, history tracking, and traceability; * Meet 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 improvement of service by suggesting solutions and reporting recurring technical or behavioral issues from customers. **Billing** * Conduct billing and debt 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 customer inquiries, register requests, complaints, and general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, history tracking, and traceability; * Meet 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 improvement of service by suggesting solutions and reporting recurring technical or behavioral issues from customers. **Retention** * Manage cancellation requests, identifying underlying reasons and applying retention strategies where applicable; * Provide courteous, clear, and agile telephone and digital support to individual customers, corporate customers, public agencies, and field technicians; * Address customer inquiries, register requests, complaints, and general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, history tracking, and traceability; * Meet 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 improvement of service by suggesting solutions and reporting recurring technical or behavioral issues from customers; **Revenue Generation** * Perform customer service procedures aimed at after-sales support, revenue generation, contract renewals, and customer loyalty, conducting surveys when necessary; * Provide courteous, clear, and agile telephone and digital support to individual customers, corporate customers, public agencies, and field technicians; * Address customer inquiries, register requests, complaints, and general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, history tracking, and traceability; * Meet 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 improvement of service by suggesting solutions and reporting recurring technical or behavioral issues from customers. **Requirements and Qualifications** **Customer Service Center (CSC)** * Completed high school education; * Knowledge of sales techniques, customer service, negotiation and retention techniques 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; * Strong oral and written communication skills. **Billing** * Completed high school education; * Basic computer and mathematics knowledge; * Billing techniques. **Retention/Revenue Generation** * Completed high school education; * Basic computer and mathematics knowledge. **Preferred Qualifications:** **Customer Service Center (CSC)** * Six months of prior experience in the field; * Familiarity with the Brazilian Consumer Protection Code. **Technical Support** * Familiarity with Google tools (Sheets, Docs); * Familiarity with the Brazilian Consumer Protection Code and customer service techniques; * Cisco and MikroTik certifications. **Billing** * Flexible availability for shifts; * 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). **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 balanced hierarchical and flat 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; * Life insurance; * Daycare allowance; * Allowance for dependents with disabilities; * Payroll-deductible loans (available after six 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 a **mission to connect people and promote digital and social inclusion**. Today, we connect over 1.5 million households across Northeastern Brazil, **leading the fixed broadband internet market** in the region. We are also a growing mobile telecommunications operator. 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 Northeastern Brazil, delivering **cutting-edge connectivity—from rural areas to state capitals**—actively contributing to digital transformation in Brazil.