Customer Service Analyst – Leasing
Conac
full-time
Posted on:
Location Type: Hybrid
Location: Rio de Janeiro • 🇧🇷 Brazil
Visit company websiteSalary
💰 R$3,200 per month
Job Level
Mid-LevelSenior
About the role
- 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.
Requirements
- Prior customer service experience, preferably in the real estate sector (considered a plus).
- Basic to intermediate knowledge of the Brazilian Tenancy Law (Lei do Inquilinato - Law No. 8.245/91).
- Excellent written communication in Portuguese and strong writing skills.
- Proficiency with Microsoft Office (Excel, Word and PowerPoint) for preparing controls, reports and presentations.
- Proactive profile, focused on continuous improvement and accountable for results.
- Organized, able to manage priorities and detail-oriented.
- Analytical skills with the ability to solve problems and conduct negotiations.
Benefits
- Fixed salary: R$3,200.00
- Hours: Monday to Friday, 8:00 AM to 5:30 PM
- Ticket Flex: R$33.00 per working day
- Transportation voucher for days worked on-site
- SulAmérica Health and Dental Plan
- TotalPass and Wellhub (through the Health Plan)
- Additional 1.5 months' salary linked to individual results and profit-sharing
- Allowance for courses and access to a corporate university
- Discounts at educational institutions, healthcare providers and partner restaurants
- Birthday day off (one day off during your birthday month)
- A very pleasant work environment and culture
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer servicelease managementconflict mediationincident managementperformance analysisproblem solvingnegotiationreport preparationworkflow managementBrazilian Tenancy Law
Soft skills
proactiveempatheticsolution-focusedorganizeddetail-orientedaccountablecollaborativestrong written communicationanalyticalprioritization