Retention Analyst | Timbó

Description

The Customer Voice team is responsible for customer support across multiple communication channels and on various topics. Our primary objective is to ensure customer satisfaction with our service and support, delivering an excellent experience. To achieve this, we train new team members on the overall operational processes, guidelines, and obligations of a telecommunications company. If you are eager to learn and help people, feel free to submit your resume with confidence! \=D **This and all other listed positions are open to persons with disabilities (PcD)** **Responsibilities and Duties** * Handle customer cancellation requests by identifying and resolving the underlying issues prompting the cancellation, aiming to retain the customer; * Assess technical feasibility of support, present plan options, and complete sales to reverse cancellation requests; * Retrieve customer registration details, payment information, plans, and service history from customer records to effectively resolve customer inquiries during support interactions; * Activate or deactivate plans and generate billing entries in the customer’s record to finalize service cancellation support; * Create, register, forward, and close protocols via internal systems to track and organize customer information; * Analyze connection and call logs to gather relevant information supporting issue resolution; * Record tasks and complete internal spreadsheets for activity tracking and handling of specific situations; * Independently access customer routers and perform basic configurations to resolve simple technical issues. **Requirements and Qualifications** **Skills:** Strong communication, organization, and accountability; Innovative mindset; Proficiency in Microsoft Office suite. **Education:** Bachelor’s degree completed or in progress in Business Administration, Social Communication, Sales, or related fields. **Additional Information** **Work schedule during remote training period:** Monday to Friday, from 8:00 AM to 12:00 PM and from 1:12 PM to 6:00 PM **Work schedule after training (remote):** Monday to Friday, from 10:00 AM to 2:00 PM and from 4:00 PM to 8:00 PM; Saturdays from 8:00 AM to 12:00 PM Opportunity to work in Timbó and surrounding areas with remote work flexibility**.** ### **Benefits for employees** Health Insurance Dental Insurance Pharmacy Network Coverage Life Insurance Transportation Allowance Meal Allowance Education Assistance Complimentary Internet School Supplies Assistance Pregnancy Assistance Unifique Profit-Sharing Program (PPR) Five-Year Service Award — recognition for tenure Psychological Support Daycare Assistance Assistance for Children with Disabilities Birthday Gift Uniforms and Equipment Partnership Programs Service Discounts — Unifique Since 1997, we have placed customers at the center of everything we do, delivering telecommunications solutions for residential, business, and government clients. We embrace innovation and combine cutting-edge technology with personalized service that truly makes a difference. We originated in Timbó, Santa Catarina, and evolved through significant transformations: new connections, emerging technologies, and evolving customer and user needs. We expanded our presence across numerous cities in Rio Grande do Sul, Santa Catarina, and Paraná states—always maintaining excellence in service and transparent, honest relationships. In 2021, we won the 5G auction and assumed the mission of deploying this innovative technology to 670 municipalities with up to 30,000 inhabitants by the end of 2029\. This milestone in our history has been accompanied by multiple recognitions from Anatel, including being named the Best Broadband Provider in Southern Brazil for six consecutive years! We develop solutions for people’s future and create growth opportunities for those who make it happen—all through strong collaboration and a commitment to high performance. Here, you won’t just participate—you’ll co-create the future! Join us in building the future! Unifique — simplifying people’s lives since 1997! **All our job openings are available to persons with disabilities** ### **Benefits for employees** Health Insurance Dental Insurance Pharmacy Network Coverage Life Insurance Transportation Allowance Meal Allowance Education Assistance Complimentary Internet School Supplies Assistance Pregnancy Assistance PPR — Profit-Sharing Program Five-Year Service Award — recognition for tenure Psychological Support Daycare Assistance Assistance for Children with Disabilities Birthday Gift Uniforms and Equipment Partnership Programs Service Discounts — Unifique