IAM Analyst in Cybersecurity supporting identity lifecycle management and access provisioning at Suntory Global Spirits. Hybrid role with three days in Gurgaon office, focusing on IAM solutions and security protocols.
About the role
- Customer service role supporting property owners and tenants in Brazil via various communication channels. Requires proactive communication and problem-solving skills in real estate context.
Responsibilities
- 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
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