Responsibilities of enterprise customer service department

Responsibilities of Enterprise Customer Service Department (General 15)

In a rapidly developing society, we are all directly or indirectly related to job responsibilities, which are the basis of organizational assessment. How to formulate job responsibilities is appropriate? The following is the job responsibilities of the corporate customer service department I collected for you, hoping to help you.

Responsibilities of enterprise customer service department: 1 1. Responsible for formulating customer service standards and operating procedures, and standardizing customer service behavior.

2. Responsible for customer relationship maintenance and development management, and timely communicate with sales and technical teams.

3. Responsible for customer consultation, complaints and other supervision and inspection work, and handle problems in time when found.

4. Responsible for the establishment of customer return visit system, and supervise the implementation.

5. Be responsible for the team building of customer service department.

6. Feed back feasible working methods, workflow and other improvement suggestions to the superior on a regular basis.

7. Regular work report of customer service department;

8. Complete other tasks assigned by superior leaders in time.

Responsibilities of enterprise customer service department: 2 1. Responsible for supervising the implementation of temporary management agreement, user manual, preliminary property service agreement and decoration manual.

2. Assist the superior to prepare and modify the project property management documents, and formulate management objectives and service standards; Compile and modify service standards and rules and regulations for security, customer service, environment and greening, engineering, etc., and supervise their implementation.

3. According to the service standard, select the appropriate outsourcing unit, implement the daily cleaning, greening and pest control of the project, and evaluate and supervise the service quality of the outsourcing unit.

4. Be responsible for the daily operation and management of the business households in the area under its jurisdiction, and urge the team members to handle it in time and make feedback and return visits; Responsible for receiving and handling the daily complaints of operators, regularly organizing detailed satisfaction surveys of operators, and constantly improving service quality.

5. Coordinate customer service, security, cleaning, engineering and other work within the department, form a linkage mechanism, and quickly respond to various businesses and emergencies within the jurisdiction.

6, responsible for docking with real estate companies, complete the transfer of all kinds of data of the project, and improve the management of all kinds of files in the property service center.

Responsibilities of corporate customer service department. Work under the leadership of the clinic director.

Second, do a good job of telephone appointment registration to facilitate customers to choose doctors.

Third, handle the silver card and file for the members of the silver card.

Fourth, do a good job in the follow-up of hospitalized patients after discharge.

Fifth, carry out the service tenet of "all customer-centered" and do a good job in serving all kinds of customers; Provide one-stop service for VIP customers.

6. Carry out convenience service, provide wheelchair, tea, needle and thread, pen and paper for customers in need, provide printing, copying, fax, ticketing agency and other services for customers, and achieve one-stop service to facilitate customers and meet their needs.

Seven, instructors should do a good job in consultation, guidance, triage and other work.

Eight, guide the staff to provide full-time accompanying diagnosis and treatment services for patients with severe, old, weak and disabled; Guide and assist patients to go through admission procedures and open a green channel for customers in need.

Nine, the President's Representative Office is responsible for accepting customer complaints, patiently listening to customers' opinions, giving customers reasonable answers, and trying to solve problems for customers.

Responsibilities of enterprise customer service department 4 1. Responsible for the owner's check-in procedures and decoration related procedures, as well as the arrangement and custody of the owner's data files and park keys;

2. Be responsible for the reception, registration and guidance of visitors who enter the company office, and shut out irrelevant personnel, door-to-door salesmen and unreasonable people or assist relevant personnel to deal with them;

3. Be responsible for sending, receiving and forwarding company mails, parcels and newspapers; Responsible for communication and coordination with relevant departments,

4. Be responsible for answering the phone call of the owner's visit or maintenance, and make records and communication. Do a good job in sorting out the owner's application for repair and scheduling the maintenance work, and be responsible for all kinds of maintenance complaints and return visits to the maintenance situation;

5. Responsible for printing company documents and assisting in copying;

6. Be responsible for the management of newspaper subscription and mail distribution, and assist the reception of visiting guests and the logistics of company meetings;

8. Be responsible for collecting all the company's mails, parcels, newspapers and materials, registering them and handing them over to the superior leaders for handling;

7. Answer the phone within three rings. If you answer the phone after it rings more than three times, you should say, "Sorry, I just walked away. What can I do for you? " ;

8. When answering the phone, say in a standard tone: "Hello, Donghu New Town Property! What can I do for you? " Or "Hello, East Lake New Town Property Front Desk! What can I do for you? " ;

9. The caller's request must be written down in time. If you need to convey it to others, you need to write down the calling time, caller's name, reason, room number and related matters;

10. Pay attention to etiquette when answering the phone: handle with care, handle with care, use Mandarin when answering the phone, keep a natural, decent and generous image, don't tilt, don't eat with your mouth, don't tilt back and forth, control your tone when speaking, don't be too loud, and remind other staff not to make noise when answering the phone;

1 1. Try to make a long story short when you answer the phone. If any guest complains about the phone, he is responsible for sorting out the owner's complaints, answering and handling them. If it is necessary to calm down, be patient. In case of important complaints, the person in charge of relevant departments shall be informed in time;

12. During working hours, personal calls and voice calls are not allowed without special reasons, and personal calls should not be answered for more than three minutes;

13. Don't hang up before the caller (except personal calls); Before completing the telephone conversation, employees must ask the guests if they have other needs and say "thank you" or "goodbye" at the end of the telephone conversation;

14. The front desk can only receive people to sit down, and other people are not allowed to enter the front desk. Company personnel are not allowed to gather at the front desk to chat. If you need to discuss official business, you can enter the front desk, but it shall not exceed ten minutes. If it takes more than ten minutes, it should be changed to other offices;

15. Do a good job in cleaning the front desk, including keeping the whole front desk and office area neat and clean, free of dust and stains, and regularly do a good job in daily health maintenance of the reception hall; Keep the front desk clean and tidy, and don't put anything except company leaflets, personal teacups, desk calendars and potted flowers. Don't pile up food and sundries. Don't eat food at the front desk;

16. The daily work is mainly reception at the front desk, supplemented by copying and printing;

17. You must master the use of photocopiers, fax machines and shredders, and use Excel to make tables, Word documents and simple formulas; When leaving, you must explain to the direct leader, who will arrange personnel at the front desk;

18. Important events should be reported to the direct leader in time;

19. When the company needs to conduct training or hold a meeting, it must arrive at the site 15 minutes and hours in advance, assist in all the preparations, and must not be absent without reason;

20. Be familiar with the owner's occupancy process and matters needing attention; Familiar with the preliminary property service agreement of Donghu New Town, the owner's manual of Donghu New Town, the house decoration management agreement of Donghu New Town, the notice for owners of Donghu New Town, and understand the relevant laws and regulations of property;

2 1. Complete other tasks assigned by superior leaders.

Job responsibilities of enterprise customer service department 5 1. Do a good job in collecting and registering personal information such as internet telephone consultation and appointment for medical treatment, and make daily statistics to prepare for future telephone follow-up;

2. Be responsible for the training of medical guidance etiquette, and lead and manage the medical guidance work;

3. Responsible for customer data collection and management: through communication with patients, complete personal data collection, filing and development and management of hospital VIP customer base;

4. Responsible for handling customer complaints, investigating and classifying complaints, putting forward rectification opinions and sending them to the superior for approval and implementation in time;

5. Implementation and supervision of service process. Help, coordinate and solve patients' problems in hospital diagnosis, treatment, nursing and life; And supervise and manage the service process and quality of all employees and departments in the hospital.

6. Responsible for patient satisfaction survey: set up a suggestion box in the hospital, collect it daily, and make regular statistical analysis; Call back all discharged customers by telephone, summarize, analyze and sort out the survey results, and make an analysis report every month for leaders and relevant departments to make decisions.

Responsibilities of enterprise customer service department 6 1. Analyze the sales plan and organize the account manager to complete the target task;

2. Organize account managers to improve customer information and implement dynamic management;

3. Organize the collection of market information, analyze and forecast the cigarette sales of customers;

4. Organize account managers to provide services to customers according to customer classification and service standards;

5. Organize customers to implement brand cultivation scheme and brand promotion;

6. Responsible for the performance appraisal and daily management of the account manager;

7. Complete other tasks assigned by the superior organization.

Responsibilities of enterprise customer service department 7 1. According to the requirements of SAIC Volkswagen, formulate departmental salary incentive system, complaint handling system, process control, information management system and return visit system.

2. Responsible for promoting and monitoring the functions of the customer relations department, such as return visit, maintenance reminder, customer maintenance activities, process inspection and complaint handling.

3. Be responsible for communication with sales/service department, coordinate the work of customer relations department, and monitor the improvement effect.

4 responsible for regular internal training, guidance and supervision, assessment and evaluation.

5. Be responsible for the monthly summary report and process problem handling report.

6. Assist the general manager to organize the sales director and after-sales director to identify the reasons for the poor satisfaction of the survey results released by SAIC Volkswagen, supervise the improvement of sales and after-sales service processes, and feed back the improvement results.

7. Responsible for counterpart work with SAIC Volkswagen, such as customer maintenance activity summary and daily information feedback.

Responsibilities of enterprise customer service department 8 1. Preside over the work of customer service department, organize and urge the employees of customer service department to complete the tasks within their responsibilities.

2. Implementation: Supervise and assess the implementation of the concept of customer-oriented and proactive service. And regularly report the assessment criteria to the general manager.

3. Be responsible for the final qualification review of dealer account opening, and review and improve the dealer database.

4. Responsible for the centralized arrangement of customer feedback and important issues and reporting them to the company; Responsible for the priority service of important customers.

5. Responsible for coordinating the business connection between customer service department and marketing department, planning information department, delivery department, finance department and other departments.

7. Actively complete other tasks assigned by company leaders.

Responsibilities of customer service department of the company 9 1. Be responsible for the preliminary examination of traders' entry agreement, and handle the formalities of opening and closing accounts.

2. Answer the customer service hotline, patiently answer customer questions, and make relevant records and arrangements.

3. Responsible for the secondary development of designated customers and the return visit of customers without market leaders.

4. Regularly clean up the expiration of dealer seats and urge dealers to renew the entry agreement in time.

5. Regularly sort out customer feedback, put forward rectification opinions and report them to the department manager.

6. Be responsible for the management, statistics and transmission of account opening documents and information in local offices.

7. Assist department heads to do other customer service work.

Responsibilities of customer service department: 10 1. Archive and save the dealer's account opening information and related vouchers, and be responsible for timely recording and statistics of the dealer database.

2. Responsible for sorting out, screening and sending daily risk control tips to risky traders' mobile phones.

3. Be responsible for the classification and filing of local sales office and customer information.

4. Be responsible for the statistical management and information transmission of the office.

5, responsible for internal contact statistics.

Responsibilities of the customer service department of the enterprise 1 1 1, decompose the sales plan and organize the account manager to complete the target tasks;

2. Organize account managers to improve customer information and implement dynamic management;

4. Organize to collect market information, analyze and forecast the cigarette sales of customers, and report to the manager of the head office;

5. Organize account managers to provide services for retail customers according to customer classification and service standards;

6. Responsible for the performance appraisal and daily management of the account manager;

7. Implement the brand cultivation plan and organize the account manager to publicize, promote and publicize the brand.

Responsibilities of enterprise customer service department 12 1. Manage and maintain retail customer file information; Timely, accurately and completely collect and update the relevant file information of retail customers.

2. Be responsible for the analysis and classification of retail customers, and dynamically evaluate customer groups such as partners, partners, general and potential competition; Timely, accurate and targeted.

3 to carry out policy propaganda, law-abiding education and the explanation of "tobacco customers need to know"; Let customers know about tobacco industry policies and smooth communication channels.

4. Help customers improve their management level and profitability; Analyze and study from the consumer's point of view, and analyze and guide the business environment of retail households.

5. Providing value-added services; Facing the advantages and disadvantages of retailers, help and guide the procurement, sales, warehousing and other work links.

6. Maintenance and other related services, such as commodity display and price labeling; According to the commodity display plan, guide the display and reissue the price tag.

7. Be responsible for answering customer questions and handling customer complaints; Some policy problems in the tobacco industry and unexpected problems during the visit.

8. Investigate, collect, analyze and feedback the market information in the region; Feedback is given in the form of weekly market information summary and fixed information collection, weekly and monthly records, etc.

9. Accurately collect and analyze (or forecast) brand demand and market demand; Organize goods supply according to customer orders, investigate brand information, store data in sales system, and predict customer brand demand.

10. Make the cigarette sales plan and achieve the sales target.

1 1. Timely, accurately and comprehensively summarize, analyze and feedback market information and form market analysis reports.

12. Understand the demand of retail customers for marketing activities, and be responsible for refining and implementing the brand cultivation plan in the region.

Responsibilities of Corporate Customer Service Department 13 1, exclusive customers failed to pay a return visit, and they paid a return visit after operation, so they were redeveloped.

2, through face-to-face communication, telephone, instant messaging and other ways to pay a return visit to customer satisfaction.

3. Timely handle the after-sales service of exclusive customers fed back by other departments.

4, do a good job of explanation, treat customers with questions and answers, and provide customers with the necessary beauty medical knowledge.

5. Handle disputes over sending activity messages, blessing messages and various messages in the hospital.

Job responsibilities of corporate customer service department 14 1, classified data statistics of customer service return visits, information sources, customer source areas, return visits, site arrivals and transaction volume.

2. Customer maintenance and development plan data statistics: single consumption integral statistics, performance statistics, etc.

3. Customer relationship maintenance: satisfaction survey, complaint acceptance, organizing member activities, contacting and coordinating members to participate in related activities, etc.

4. Complete other tasks assigned by superior leaders in time.

Responsibilities of enterprise customer service department 15 1. Check, supervise and evaluate the daily work of customer service, and arrange relevant temporary tasks;

2. Make a monthly work plan, check the weekly and monthly work implementation of the Safety Management Department, and make inspection and assessment records;

3. Check and supervise the customer service work, and make inspection records;

4, responsible for dealing with the difficult problems encountered in the customer service reception work, can not be solved in a timely manner to report to the assistant manager of the lobby or management office manager;

5. Regularly and irregularly inspect and supervise the work of the personnel on duty;

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