What do you think of the job of property customer service?

I think the job of property customer service is mainly to serve community owners, which belongs to the service category. Often contact with the owners of the community, including their inquiries and questions, so the customer service should help the owners solve the problems in time.

The work of property customer service mainly includes seven contents: owner check-in, owner communication, owner reception, ownership management, decoration management, file management and consultation. At the same time, the responsibilities and work contents of property customer service positions such as managers, supervisors, butlers and assistants are clarified.

First, sign-in management

(1) issue the house acceptance certificate, the owner's temporary management agreement, the house decoration management agreement, the owner's manual, the occupancy notice, the management fee collection agreement, the fire prevention responsibility letter and two books on behalf of the owner.

(2) The property management center shall make the following records when accepting the owner's occupancy:

1. Owner registration form; 2. Housing acceptance records; 3. Occupation information sign-in record; 4. Obtain the key receipt record; 5. Entrust service records; 6. Admission fee record.

(three) according to the occupation situation, according to the following two ways to handle the occupation procedures.

1. Centralized occupation: At the initial stage of operation, the property service center can temporarily set up an occupation working group to handle the occupation procedures for the convenience of the owners.

2. Occupation at ordinary times: The owner's customer service department in charge of the property service center is responsible for receiving the owner's occupation, and handling relevant procedures internally during the occupation.

(4) Occupancy procedure

1. The owner shall go through the check-in formalities at the property service center after completing the house selling formalities;

2. The receptionist of the property service center shall review the owner's occupancy notice, occupancy procedures and relevant information required by the selling unit;

3. The property management receptionist will issue the bill after reviewing the data and charging according to the charging items;

4. The receptionist of the property service center introduces the service situation, and the owner signs the owner's temporary management statute and residential decoration agreement;

5. The receptionist of the property service center issues the check-in documents to the owner and asks the owner to sign for them;

6. The receptionist of the property service center registers the services entrusted by the owner:

7. The receptionist of the property service center will accompany the owner to inspect the house, copy the base of the water and electricity meter, and the owner will go through the formalities of closing the house and turn the key to sign for it. If the acceptance is unqualified, it shall be rectified within a time limit;

8. The manager of the property service center checks the occupancy data, records and internal notes four times a month during the centralized occupancy (once a month during normal work). If it is found that it does not meet the requirements, it shall notify the owner's service department in writing for rectification, and if the operation is not perfect, it shall put forward corrective and preventive measures and implement them after analysis. Check whether the occupancy fee meets the requirements and specifications once a month.

Second, the owner communication

Distribute the owner's evaluation form every quarter to understand the service quality; Set up the owner's contact box and unpack it regularly every day; Set up a complaint telephone number to accept complaints from owners; Visit the owner in time, solicit opinions and give feedback to all relevant service management departments.

(1) Maintain communication with the owner through various channels, visit the owner frequently, listen to the opinions of the owner, and provide various services in time to meet reasonable requirements.

(two) at least once every six months to carry out public welfare activities, do a good job of feasibility study in advance, report the plan and make a good plan, analyze and summarize afterwards, and constantly improve the work.