Property customer service responsibilities

I. Functions of Customer Service Department

The customer service department (hereinafter referred to as the customer service department) is the lead unit of each functional department of the property service center, and its main functions include: front desk service, owner (customer) communication, charging service, community culture construction, file management, and external relations (owners' committee, office, neighborhood committee, etc.). ) contact, special services, etc.

1. The property service center provides 24-hour front desk service for the owners (customers). The main contents of the front desk service include: accepting the owner's application for repair, inquiring, answering the policy, complaining, charging (refunding), checking in, special service and other reception services.

2. Collect property fees, heating fees and energy fees (collected and remitted) from the owners (or users) in a timely manner according to the charging standards, so as to ensure that all receivable fees arrive in the accounts in time. Establish all accounts payable by the owner.

3. Ensure the smooth communication channel with the owner (customer), and feed back the owner's information (especially the information that is not satisfied with the service) to the center, security department and engineering department in time. Communicate with the owner (customer) according to the service standards and responsibilities to make the owner (customer) satisfied.

4. Carry out rich community cultural activities, build and cultivate the unique cultural characteristics of the community, and make the community culture a spiritual bond that closely connects the owners.

5. Responsible for the cleaning, disinfection and greening maintenance of the community.

6. Establish and improve the owner's file, and accurately record all necessary personal information of the owner and information related to property services. The owner's file is permanently saved.

7. Maintain good public relations with government functional departments, so that property services can receive timely guidance and help from government departments such as community neighborhood committees and sub-district offices.

8. Maintain good relations with the owners' committee and establish a regular work consultation and coordination system with it.

9. Establish and improve various rules and regulations and service standards of this department. Assist the center to prepare the owner's occupancy documents. Train employees regularly.

10. study and study new policies and regulations, analyze and put forward the influence of the new situation in the community on property services and countermeasures.