Retention Analyst | Timbó

Description

Job Summary: The professional will be responsible for customer service across multiple channels, aiming for customer satisfaction and excellence in experience, with a focus on retention and problem resolution. Key Highlights: 1. Focus on customer satisfaction and retention 2. Opportunity to learn and help people 3. Training on telecommunications processes A Voz do cliente is responsible for serving Unifique customers across various communication channels and on diverse topics. Our primary objective is to ensure customers are satisfied with our service and support, delivering an excellent experience. To achieve this, we train new team members on the general operation of telecommunications processes, guidelines, and company obligations. If you are eager to learn and help people, feel free to submit your resume! \=D **This and all other listed positions are open to Persons with Disabilities (PcD)** **Responsibilities and Duties** * Handle customer cancellation requests, aiming to resolve the underlying issue prompting the cancellation and retain the customer; * Assess technical feasibility of service delivery, offer plans, and finalize sales to reverse cancellation requests; * Consult customer registration data, payment information, plans, and service history to address customer needs during interactions; * Activate or deactivate plans and generate billing entries in the customer’s record to complete service cancellation handling; * Open, register, forward, and close protocols via system to control and organize customer information; * Analyze connection and call logs to gather 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. **Education:** Bachelor’s degree completed or in progress in Administration, Social Communication, Sales, or related fields. **Additional Information** **Work schedule during training (remote):** Monday to Friday, from 08:00 to 12:00 and from 13:12 to 18:00 **Work schedule after training (remote):** Monday to Friday, from 12:00 to 17:00 and from 18:00 to 21:00; Saturdays from 08:00 to 12:00 Opportunity to work in Timbó and surrounding areas with remote work possibility**.** ### **Benefits for Employees** Health Insurance Dental Insurance Pharmacy Network Agreement Life Insurance Transportation Allowance Meal Allowance Education Assistance Complimentary Internet School Supplies Assistance Baby Bonus Unifique Profit-Sharing Program (PPR) Five-Year Service Award Psychological Support Childcare Assistance Assistance for Children with Disabilities Birthday Gift Uniforms and Equipment Partnership Agreements Service Discounts Unifique Since 1997, we have centered our operations on the customer, providing 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 were founded in Timbó, Santa Catarina, and evolved through significant transformations: new connections, emerging technologies, and evolving customer and user demands. We expanded our presence across multiple cities in Rio Grande do Sul, Santa Catarina, and Paraná states, consistently 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 “Best Broadband Operator in Southern Brazil” for six consecutive years! We develop solutions for people’s future and generate growth opportunities for those who make things happen! All this through strong collaboration and valuing high performance. Here, you won’t just participate—you’ll build alongside us! Join us in shaping the future! Unifique—simplifying people’s lives since 1997! **All our opportunities are open to Persons with Disabilities** ### **Benefits for Employees** Health Insurance Dental Insurance Pharmacy Network Agreement Life Insurance Transportation Allowance Meal Allowance Education Assistance Complimentary Internet School Supplies Assistance Baby Bonus PPR \- Profit-Sharing Program Five-Year Service Award Psychological Support Childcare Assistance Assistance for Children with Disabilities Birthday Gift Uniforms and Equipment Partnership Agreements Service Discounts Unifique