What a property customer service assistant should do.

Lead: The assistants of domestic enterprises are different from those of foreign enterprises. An assistant in a foreign company simply means "helping to take care of". As mentioned above, the position of assistant in state-owned enterprises is lower than that of deputy, but in terms of matters authorized by the top leader, the actual power is higher than that of deputy. Let's take a look at the job content of the property customer service assistant I arranged for you.

The first part of the foreground operation

Skilled operation of the front desk is the most basic job of a property assistant. The front desk mainly includes receiving complaints from owners (tenants), sorting out and managing information of owners (tenants), answering telephones, issuing announcement, receiving visitors and issuing project orders.

First, receiving complaints from owners (residents) can be divided into effective complaints and communication complaints (complaints).

(1), the effectiveness of the complaint includes the complaints of the owners (residents) about the dereliction of duty and irregularities of the property management company in management services (cleaning and vehicle management), arbitrary charges and equipment maintenance.

(2) Communicative complaints:

Help-seeking type: the owner (resident) has difficulties or problems that need help to solve (warranty service).

Consulting type: the owner (resident) has questions or suggestions to communicate with the management department.

Venting type: the owner (tenant) has some dissatisfaction, injustice or misunderstanding, which leads to' inner dissatisfaction, psychological imbalance and demands to solve the problem.

If the communication complaint is not handled properly, it will become an effective complaint. Therefore, we should handle communication complaints carefully, and be careful not to make promises to the owners (tenants) easily when dealing with various complaints.

Complaint handling procedures: ① record complaints; ② Accurately judge the nature of the complaint; ③ Accurately judge the responsible department of the complaint; (4), take the responsible department head to the scene to understand the situation; ⑤ The person in charge of the responsible department is the central figure who mainly deals with problems; 6. pay a return visit.

Communication complaint handling procedures: ①. Make a good record of complaints; 2. Confirm the identity of the other party; (3) Check the payment of the complainant; (4), notify the relevant departments to deal with or give a reply; (5), pay a return visit.

Second, the organization and management of owners (tenants) information:

(1), old files are classified and filed; (2), update the owner (household) information; (3) manage all kinds of contract documents; (4), responsible for printing and filing.

Third, answer the phone, answer the phone procedures: ①, report your address (building management office); 2. Ask the other person's identity; 3. Listen to what the other person is saying; (4), make records; ⑤ Answer relevant questions to the other party. If you can't answer on the spot, leave the other party's contact information; 6. After hanging up, find the relevant department to solve it; All landowners, pay a return visit.

Fourth, open a release form, the process of opening a release form: ① The other party needs to show relevant certificates (ID cards); 2. Inquire about the payment of the other party; ③ Determine the items that the other party needs to release; (4), confirm the identity of the other party, if necessary, call the owner to confirm whether to release.

Verb (abbreviation of verb) receives visitors: ① Ask what you are doing here; 2. Confirm the identity of the other party; (3) notify relevant departments; ④ Guide tourists to the reception area and sit down; 5. Send tea.

6. Project billing: ① billing; (2), notify the engineering department; 3. sign and receive; 4. follow up; (5), pay a return visit.

Seven. Precautions for front desk work: (1), pay attention to dress neatly; (2) keep the front desk clean and tidy; (3) Skilled operation of office equipment; (4) Do not use office equipment such as computers, telephones, printers and photocopiers for non-work needs; (5) Pay attention to saving paper and energy; (6) Pay attention to manners.

The second part is to supervise and coordinate the work of various departments.

1. Security Department: (1), check whether the security guards are properly dressed; (2), check whether each position is normal; (3), urge employees in a coma; (4), found unqualified, find captain processing or internal coordination; (5) Follow-up inspection.

Second, the engineering department: (1), urging employees to handle engineering maintenance in time; (2) Project follow-up; (3), return visit; (4), found unqualified, find engineering supervisor or internal coordination list; (5) follow up.

Third, the cleaning department: (1), check the hygiene in the building; (2) Supervise the cleaning process of the cleaning department; (3) Supervise the cleaning department to deal with health incidents in time; (4), found unqualified, find the cleaning department supervisor or unqualified list; (5) Follow-up inspection.

Fourth, greening: (1), follow up the planting process of greening; (2) Supervise the maintenance of greening; (3), found unqualified, notify the greening company timely processing; (4) follow up.

The third part of the daily inspection

Daily inspection of buildings: (1), sanitary condition; (2), check the * * * equipment and facilities; (3) check the bulletin board; (4), check the safety patrol table and notepad (5), found unqualified immediately notify the relevant departments to deal with in time; (6) Follow-up inspection.

The fourth part of the advertising space, warehouse management

External leasing, including advertising leasing, warehouse leasing and site use leasing.

1. Advertising for lease: (1), negotiation; (2) Signing contracts; (3) advertising management; (4) charge advertising rent.

Second, warehouse lease: (1), negotiation; (2) Signing contracts; (3) Warehouse management; (4) Collection of warehouse rent.

Iii. Use of the leased site: (1), negotiation; (2) Sign a contract (and pay the site management fee at the same time); (3) Supervise and manage the use of the site.

The fifth part management fee management

It is the right of the owner (resident) to collect management fees and put forward opinions, and it is the obligation of the owner (resident) to pay management fees; Owners (tenants) can give up their rights, but they must fulfill their obligation to pay management fees. The collection of management fees can be divided into door-to-door collection and telephone collection:

First, door-to-door collection: first indicate the identity and purpose; (2) If the owners (residents) have any questions about the management office, they can give answers on the spot. For unanswered questions, leave the contact information of the owners (residents) (no promises can be made); (3), do a good job of collecting management fees; (4) Follow up the salary management of the owners (residents).

Second, telephone collection: 1. Identify yourself; 2. Confirm the identity of the other party; 3. indicate the intention of calling; (4) about the owners (residents) to pay management fees; (5), make records; ⑥ Follow up the payment of management fees by the owners (residents).

Responsibilities and working standards of property customer service reception post

Job responsibilities:

A, customer service foreman job responsibilities

1, strengthen the study of business and management skills, consciously abide by the rules and regulations of the management office and customer service department, be responsible for the front office work and be responsible to the management office manager;

2. Make reasonable arrangements for the customer service department according to the opinions of the management office manager;

3. Responsible for checking whether the gfd employed by the department is up to standard and whether the hygiene of the studio is up to standard;

4. Responsible for supervising and inspecting the work of employees in this department, consulting the work records of each position every day, and accurately understanding the completed and unfinished work;

5, responsible for reporting to the management office manager daily front office work;

6. Be responsible for the shift and holiday arrangement of employees in this department;

7, familiar with the operating procedures and quality standards within the jurisdiction;

8. Be responsible for caring and caring for employees, keep abreast of employee dynamics, report to the management office manager in time, and carry out targeted work;

9. Be responsible for the pre-job training of new employees in this department and regular on-the-job training of on-the-job personnel;

10, be familiar with the building, patrol frequently, and handle problems in time when found;

1 1, responsible for organizing the service and reception of the conference center;

12, seriously implement other tasks assigned by the manager of the management department.

Second, the lobby receptionist job responsibilities

1, under the guidance of the customer service foreman, strictly abide by the rules and regulations of the management office and this department;

2. Be responsible for answering every customer's phone politely, making registration and handling accordingly;

3, daily working hours, take the initiative to greet the main leaders of various organs;

4. During the meeting, assist the conference staff to provide welcome and guidance services for the guests and the people entering and leaving the meeting place;

5. Assist the Ministry of Security to control the personnel entering and leaving the building;

6. Be responsible for answering and handling customer inquiries with enthusiasm and patience;

7. Responsible for the inspection and maintenance of hall facilities and equipment;

8. Responsible for maintaining the health of the job and the front office;

9. Familiar with the building structure, office distribution, customer name and telephone number;

10, fill in the handover record form carefully every day, and do not leave the post before the successor arrives;

1 1. Complete other tasks assigned by the foreman.

Third, the lobby reception service standard:

1. Service personnel should make up, dress up and wear tools according to regulations. Gfd should be dignified, neat and full of vitality. It is forbidden to work under fatigue and depression;

2. Twenty minutes before going to work on time;

3. Keep the correct posture when standing and smile sincerely;

4. At work, always concentrate and maintain a cautious attitude;

5. The reception desk is clean and tidy, and the required items are neatly arranged and beautiful;

6. Be familiar with the location, telephone number and position of the main leaders of the offices in the property area, so as to be accurate;

7, can correctly identify whether the guest is the owner of the property area;

8. Reasonably arrange the stranded personnel in the hall and always keep the hall in good order;

9. Actively, enthusiastically, patiently and thoughtfully provide services to the guests, and properly and clearly answer the questions of the guests;

10, the sanitary condition in the hall is good, the facilities and equipment are running normally, and the warranty is timely;

Fourth, the conference attendant job responsibilities

1. Keep the meeting area clean and tidy, and prepare all kinds of meeting service utensils and articles for use at any time.

2. Make preparations before the meeting.

3. Do a good job of welcoming guests before the meeting.

4. Services during the conference:

1) After the meeting starts, pay attention to maintaining the order and hygiene of the meeting place and prevent irrelevant personnel from entering the meeting area.

2) Pay attention to the sound effect and feed back the sound effect information to the audio equipment support personnel when necessary.

3) Pour tea and drinks in time, and replace the incense towel and ashtray.

4) During the meeting break, pay attention to maintaining the order of the meeting area and guide the location of the meeting rest area and toilet. After the break, after the meeting, check and clean the rest area and toilet, and keep it clean.

5) Clean up after the meeting, collect relevant items to a fixed location in time, and check the integrity of the equipment.

6) Turn off the power and send the key to the management office.