Customer Service Representative | Support

Description

We are looking for a **Customer Service Representative** to provide support and assistance to customers via voice (telephone) and chat channels, ensuring excellence in customer relationships, efficient resolution of requests, and delivery of the best possible experience. This role covers multiple areas including customer support, customer service centers (SAC), billing, 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 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 related tasks as needed by the department and leadership direction; * Provide first-level technical support, assisting customers with technical difficulties (e.g., no service access, service instability, equipment configuration, system failures), escalating more 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, complaints, and provide general guidance; * Record all interactions in internal systems (CRM), ensuring accuracy, historical traceability, and auditability; * Achieve performance indicators (KPIs), such as average handling time, resolution rate, customer satisfaction (CSAT), productivity, and quality; * Participate in 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 observed among customers. **Requirements and qualifications** * Completed high school education; * Basic computer literacy and foundational knowledge of computer networks; * Strong verbal and oral communication skills. **Preferred qualifications:** * Familiarity with Google tools (Sheets, Docs); * Knowledge of the Brazilian Consumer Protection Code and customer service techniques; * Cisco and MikroTik certifications. **Additional information** * A work culture that respects and values people; * Internal events covering diverse topics; * A collaborative environment that fosters personal and professional development; * A balanced hierarchical and flat structure—meaning you are the protagonist of your own career!; * Meal allowance (Headquarters via cafeteria; branches via iFood); * Co-payment health plan; * Dental plan; * Life insurance; * Childcare allowance; * Dependent PCD allowance; * 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, affordable internet access to 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 digital transformation in Brazil.