Analista de Resolução de Conflitos

Responsibilities

• Manage end-to-end resolution of complex tickets from third-level channels, including Social Media, Procon, Consumidor.gov, and government entities.
• Conduct investigative analysis of customer history and journeys to identify root causes and propose definitive solutions.
• Perform active telephone outreach to negotiate agreements and resolve operational issues with empathy and firmness.
• Support the Legal team by providing detailed information and technical defenses for civil processes and regulatory demands.
• Manage daily backlog with high technical rigor, ensuring compliance with strict regulatory deadlines.

Requirements

• Proven experience in high-complexity customer service or conflict mediation (e.g., Reclame Aqui, Procon, Social Media, or Ombudsman roles).
• Senior analytical profile with the ability to interpret complex scenarios and make autonomous decisions.
• Strong verbal communication skills and proactivity for active telephone negotiation and persuasion.
• High resilience and emotional intelligence to handle dissatisfied customers and high-pressure environments.
• Residency in Greater São Paulo with availability for a hybrid model (2 days per week in Vila Leopoldina, SP).

Preferred Qualifications

• Previous experience working within BPO structures.

Benefits

• Competitive salary and Profit Sharing (PLR).
• Meal and Food vouchers.
• Health and Dental insurance.
• Life insurance.
• Childcare and atypical parenting assistance.
• Wellhub and Home Office allowance.
• QuintoCare: Support program for mental health, social, legal, and financial assistance.
• Extended parental leave.
• Birthday, Mother's Day, and Father's Day off.
• Benefits club and discounts at educational institutions.

About the Company

Grupo QuintoAndar is the largest real estate ecosystem in Latin America. We are driven by a shared purpose to help people love where they live, offering a diverse portfolio of brands and solutions across different countries. Supported by world-class investors like SoftBank and General Atlantic, we use technology and innovation to transform the entire living experience.