Customer Service Representative | SAC

Description

We are looking for a **Customer Service Representative** responsible for providing support and assistance to customers via voice channels (telephone) and chat, ensuring excellence in customer relationships, efficient resolution of requests, and delivery of the best possible experience. The role covers multiple areas including customer support, SAC (Customer Service Center), collections, cancellations, and retention, all in accordance with company standards and policies. If you are an attentive professional who delights customers and demonstrates ownership, Brisanet is the right place for you! Let’s sail toward the future! **\#VemSerBrisanet** **Responsibilities and Duties** * Embody the organizational identity of the Brisanet Group; * Prepare reports, forms, or spreadsheets as requested; * Populate departmental performance indicators 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; * Provide SAC (Customer Service Center) support, focusing on resolving requests: billing inquiries and service complaints, address changes, account holder changes, updates to registration data, financial guidance, plan changes, and service referrals—applying empathy, active listening, and problem-solving; * Deliver courteous, clear, and agile telephone and digital support to individual customers, corporate clients, public agencies, and field technicians; * Address customer inquiries, log requests, register complaints, and provide general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, historical tracking, and traceability; * Achieve performance indicators (KPIs), such as average handling time, first-contact resolution rate, customer satisfaction (CSAT), productivity, and quality; * Attend training sessions, refresher courses, team meetings, and process updates; * Support continuous improvement of customer service by suggesting solutions and reporting recurring technical or behavioral issues from customers. **Requirements and Qualifications** * Completed high school education; * Knowledge of sales and customer service techniques, negotiation and customer retention strategies, and familiarity with Google tools (Sheets, Docs); * Proficiency in typing and grammar; **Preferred qualifications:** * Six months of prior experience in the field; * Basic knowledge of the Brazilian Consumer Protection Code. **Additional Information** * A workplace 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 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; * Dependent Assistance for Persons with Disabilities (PCD); * Payroll-deductible loan (available after 6 months); * Up to 50% discount on Brisanet Internet and BrisaMusic services; * Wellhub (Gympass); * Up to 60% discount 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 Northeastern Brazil, **leading the fixed broadband internet market** in the region. We are also a mobile telephony operator, experiencing increasingly significant growth. Our journey began in 1998 in the city of Pereiro, in the interior of Ceará State. We were founded with the goal of **providing high-quality internet at affordable prices in small towns**. Today, we operate across all nine states of Northeastern Brazil, delivering **cutting-edge connectivity—from the interior towns to state capitals**—actively contributing to Brazil’s digital transformation.