Responsibilities of Property Customer Service Department

Responsibilities of Property Customer Service Department (10)

In today's society, each of us may come into contact with job responsibilities, and formulating job responsibilities can reduce the occurrence of illegal acts and accidents. So is it really difficult to formulate job responsibilities? The following are my responsibilities in the property customer service department, which are for reference only and I hope to help you.

Responsibilities of Property Customer Service Department: 1 1, responsible for managing the daily communication, complaint handling and relationship maintenance of residents in the jurisdiction;

2. Be responsible for integrating and coordinating relevant resources within the project and providing value-added services;

3. Responsible for the collection of property fees in the management area;

4. Responsible for the development, guidance, organization and coordination of volunteer teams in the management area.

Responsibilities of Property Customer Service Department: 2 1. Follow the service principle of "owner first, service first" and the work spirit of "strict requirements and conscious dedication", serve the owners and customers wholeheartedly, and handle the complaints, help and consultation of the owners in a timely and effective manner.

2. Warm reception and thoughtful service. Be patient when answering the phone, fill in the owner's complaint records for repair, help and consultation, which should be standardized, concise and clear, and all records should be registered, handled and properly kept in time.

3. Responsible for the owner's check-in procedures, owner's key management, owner's data collation, and house quality problem rectification and tracking.

4. Responsible for the owner's check-in procedures and registration, and regularly sort out the household information of the community.

5, responsible for the owner's house decoration procedures, responsible for the decoration pass (including charging, registration, filling, remarks, settlement, etc.). ).

6. Be responsible for answering the phone, filling in the "Work Record of Service Center", forwarding the "Maintenance Sheet" to the relevant personnel of the Engineering Department for signature, tracking and implementing related matters, and feeding back information to the owner in time.

7. Be responsible for keeping the duty records and handover records of the service center, recording the complaints and suggestions of the visiting owners, and making a return visit record in time as stipulated by the company.

8. Be responsible for receiving and handling the telephone and email complaints of the owner and the opinions and complaints of the owner on the website.

9, responsible for regular visits to the owner, solicit opinions from the owner.

10, responsible for handling the procedures for renting parking spaces in the community.

1 1, responsible for the property handling and release procedures of the community owners.

12, responsible for collecting management fees, decoration fees, parking space rent and other fees.

13, responsible for the management of floating population in the community.

14, responsible for the planning and implementation of community cultural activities and creating a community cultural atmosphere in the community.

15. Provide all kinds of special and special convenience services for community owners to meet their needs.

16, complete other work assigned by the management office manager.

Responsibilities of Property Customer Service Department: 3 1. Responsible for reception and visit registration at the lobby front desk, and provide consultation, guidance and etiquette services.

2. Be responsible for the timely dispatch or inquiry of customer service matters, and make records; Responsible for the transmission and feedback of relevant information.

3, responsible for the maintenance of the lobby order, emergency handling and common incident report.

4. Under the leadership of the customer service supervisor, handle the complaints and consultations of operators and report to the superior leaders according to the situation.

5. Be responsible for notifying and collecting the fees payable by customers.

6. Responsible for the daily patrol and inspection of the building.

7. Maintain good relations with customers, maintain quality service, try to meet the requirements of business households, and be responsible for coordination with other departments.

8. Participate in groups, foreign affairs reception, meetings, etiquette and other services.

9. Complete other tasks assigned by superiors.

Responsibilities of Property Customer Service Department: 4 1. Responsible for supervising the implementation of the 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 Property Customer Service Department 5 Responsibilities:

1. Ability to lead, supervise, review, evaluate and modify property management functions and work;

2. Implement government regulations, decrees and property management conventions, and maintain good relations with relevant departments;

3. Formulate the annual property management budget of the project, and manage the service quality, operation management process and normal financial operation of the daily property;

4, properly handle all kinds of emergencies and emergencies;

5. Responsible for the acceptance of buildings, facilities and equipment and the maintenance of equipment and facilities, and arrange various maintenance projects and professional bidding;

6. Supervise the operation of project assets (such as clubs, parking spaces and houses, etc.). );

7. Responsible for coordinating and managing the greening, security and other related work of outsourcing companies;

8. Be responsible for handling complaints from the owners, maintaining the environmental sanitation of the community and maintaining public order.

9. The property service center should carefully verify all kinds of safety accidents and hidden dangers, distinguish responsibilities and put forward suggestions.

Requirements:

1, college degree or above, 5 years working experience in the same industry; And have worked in a management position for more than three years;

2. Be able to organize and coordinate the property management work and help to enhance the brand awareness of the project;

3. Calm and have good communication and coordination skills and emergency handling ability;

4. Good image, strong sense of service, strong sense of responsibility and proactive work;

5. Holders of property management certificate are preferred.

Responsibilities of Property Customer Service Department 6 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;

Responsibilities of Property Customer Service Department 7 1. Responsible for organizing and arranging the work of customer service department;

2. Responsible for organizing the implementation of various systems, processes and standards of property management;

3. Be responsible for the establishment and maintenance of customer relationship, and handle major customer complaints;

4. Responsible for organizing customer satisfaction surveys to improve customer satisfaction;

5. Regularly organize quality self-examination and self-correction and on-site rectification, and strengthen supervision and cooperation with service providers.

6. Build a complete customer service training system to continuously improve the team's business skills and service level.

7. Identify and control the potential risks of property management, and assist the project leader to deal with emergencies.

Responsibilities of Property Customer Service Department: 8 1. Responsible for editing, reviewing and distributing the daily property management forms of park tenants, including water and electricity management forms, distribution forms, decoration construction forms, etc.

2. Maintain a good relationship with customers, timely feedback the problems existing in the work and the places where the service can be improved, and improve the overall customer service quality;

3. Be responsible for docking the management fees and other expenses of the park tenants;

4 responsible for the supervision of public health and greening in the park, and create a beautiful atmosphere in the park.

Responsibilities of Property Customer Service Department 9 I. Responsibilities

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 keep irrelevant personnel, door-to-door salesmen and unreasonable people out of the door 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 a guest complains on the phone, he is responsible for sorting out the owner's complaints, solving and handling them, and waiting patiently if it is necessary to calm down. 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 from 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.

Second, the specific requirements of the work

1. You must be on duty during working hours. If you need to go out on business, you can leave your post with the approval of your direct leader. When going out, the direct leader will arrange the reception at the front desk, and must ensure that there are no vacant positions at the front desk. Reception personnel are not allowed to go out and leave their posts for personal reasons. If there are special circumstances, she can leave her post after asking the superior leader for approval.

The company has a visiting guest, and the guest walks to the front desk within one meter. The receptionist must stand up, smile and say polite words;

When the guests make personal requests, the receptionist must listen carefully and take notes when necessary. In case of complaints that cannot be handled, please wait a moment and ask the person in charge of the relevant department to solve them;

When the visitor asks to see the company leader, the receptionist should ask if there is an appointment. And ask visitors to register well, and then call the employees they are looking for to ask if they have brought them in. If you need to bring it in at once, lead the way before you leave. If you need to bring it in later, please sit in the reception room, pour water for the guests and ask them to wait a moment. When you bring it in, take the guest into the leadership office and then pour water for the guest. (seven points full);

5. If the visitor doesn't listen to the request in an emergency and wants to break into the office, call the security guard or other personnel in the office to help intercept it;

6. When the guest leaves, stand up and smile, "Welcome to come again next time". Clean the reception area in time after the guests leave;

Third, gfd requires

1. You must wear company tooling, badges or company badges to work and keep them clean and tidy;

2. Don't wear off-the-shoulder clothes, suspenders and other informal clothes to work. Don't wear slippers or slippers-like leather shoes to work. The hem of the skirt should not be less than three centimeters below the knee. Do not wear "three legs";

3. Wear light makeup during working hours, keep your hair clean and tidy, and there shall be no dandruff. No long hair, no shoulder-length hair, long hair neatly combed and coiled; Don't dye strange hair color;

4. Cut your nails often, keep them clean, leave no long nails, do not apply nail polish, and do not have black objects under your nails;

5. Keep your breath fresh and natural without peculiar smell.

6. Don't wear ornaments except rings;

7. Maintain good standing posture, sitting posture and walking posture. Stand with your chest out and your shoulders in. Don't lean back, shake your head and look around when you are sitting. When walking, on the basis of standing posture, move forward horizontally, steadily and moderately, and don't run in the community without emergency;

8. Don't manicure, pick your teeth, pick your nose, burp, stretch, sing, hum or make up in front of guests.

Fourth, politeness.

1. Hospitality should be natural, generous, steady, warm and polite, skillfully use the "eleven-character" polite expressions, serve with a smile, and use honorifics well. Do it: greet the guests, address them, thank them for leaving, and apologize for the mistakes at work. Don't judge people by their skin color, race, beliefs, clothes and looks;

2. Take the initiative to give way when meeting guests, and don't take the initiative to shake hands when meeting guests, especially female guests. If guests reach out and shake hands first, they should smile and shake hands. When shaking hands, the posture should be correct, the waist should be straight, the upper body should lean forward slightly, and the strength should not be great. You shouldn't shake hands with guests with your left hand.

When talking with guests, you should stand up straight and be polite, don't look around and bow your head. Listen carefully to the guests, don't grab words with them, don't interrupt, don't argue with them, don't argue irrationally, speak with moderation, gentle tone and elegant language;

4. Don't ask the age of the guests, especially the female guests. Don't ask the guest's resume, salary, clothing price. Don't look around and don't whisper to people wearing strange clothes. Non-discrimination, enthusiastic help and thoughtful service for people with disabilities or physical defects;

5. Don't be too casual and affectionate to visitors, don't pat on the back, don't laugh at visitors' carelessness, and don't point fingers at visitors.

Responsibilities of Property Customer Service Department 10 1. Familiar with the management system, charging standard, customers and property structure of property service center.

2. Responsible for the owner's check-in and customer decoration application procedures.

3. Be responsible for the management of owner files, decoration files and service center files.

4. Responsible for the key management of property and the supervision of vacant houses and public places.

5. Organize to collect/urge customers to pay property management fees and other related expenses on time.

6. Responsible for customer complaints, tracking, recording and statistical summary.

7. Organize customer satisfaction survey in the project regularly, including statistics, summary, rectification and whole process tracking.

8. Be responsible for compiling the cultural activities of the project, planning and organizing the implementation of festival activities.

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