Conac

Analyst

• Provide inbound and outbound support to property owners and tenants across communication channels (phone, WhatsApp, e-mail and in-person), demonstrating a proactive, empathetic approach and solution focus.
• Manage incidents related to lease agreements, including contractual questions, billing, payments to owners, rental guarantees, financial adjustments and deadline management.
• Handle lease termination processes end-to-end, ensuring clear communication, compliance with deadlines and correct guidance to all parties involved.
• Monitor open tickets and requests, ensuring continuous follow-up, proactive responses to clients and prevention of recurrence.
• Mediate conflicts between owners, tenants and internal teams, acting as a facilitator for solutions and ensuring alignment among stakeholders.
• Track and control termination and repair workflows, ensuring operational deadlines are met and providing appropriate visibility to property owners in coordination with responsible teams.
• Work collaboratively with commercial, finance, administrative and inspection teams to ensure smooth processes and standardized handling.
• Manage the inbox of official service channels, organizing, prioritizing and ensuring response time SLAs are met.
• Monitor area performance indicators (SLA, response time, ticket recurrence, customer satisfaction), proposing and implementing continuous improvement plans.
• Participate in periodic meetings with coordination, presenting results, KPIs, performance analyses and improvement proposals for service processes.
• Log and keep all interactions and actions up to date in the system, ensuring traceability and standardized information.

Customer Service Analyst – Leasing