How to write the responsibilities and daily workflow of the customer service supervisor of residential property?

1) Work in strict accordance with the requirements of the company's document management system, cooperate with the manager of this department to supervise and manage, and put forward reasonable opinions and suggestions;

2) Be familiar with the contract fees between the department and the developer, and communicate with the relevant departments of the developer in time to ensure that the fees are recovered in time;

3) Assist in receiving and handling complaints, return visits and information feedback, formulate corrective and preventive measures and report them to the customer service manager;

4) Assist in customer satisfaction survey, consult the opinions and suggestions of business households, and make statistical analysis on the overall customer service satisfaction;

5) Handle the owner's occupancy and decoration procedures;

6) collect various fees;

7) Supervise, spot check and assess the cleaning service quality of cleaning contractors in this responsibility area, and supervise the work of cleaning staff;

8) Conduct daily inspection on cleaning quality and the situation of cleaning staff on duty, and report major problems to the customer service manager in time as the basis for supplier evaluation;

9) Check the work of subordinates irregularly;

10) is responsible for the management of customer service documents and materials, and the establishment of lists and related records;

1 1) Implement the training plan of the department, train the personnel at lower positions as required, and make training records; Actively participate in various trainings.

12) Complete other tasks assigned by the leaders.

Daily maintenance procedure

1) The customer service department is responsible for receiving the daily service application of the operator and the follow-up visit after the maintenance work is completed;

2) When the customer service department receives the service request, the personnel on duty should inquire about the service request location, the names of the systems and components that need maintenance, the damage degree, contact telephone number and other contents in detail, and make relevant records;

3) After the customer service personnel on duty record the maintenance contents, they will issue a maintenance order and notify the engineering department to receive the maintenance order for maintenance; After the maintenance, it must be signed by the owner for confirmation.

4) For the items that cannot be repaired immediately, the maintenance personnel should give timely feedback to the personnel on duty in the customer service department; For projects that can be repaired immediately, after the maintenance is completed, the maintenance situation must be filled in the maintenance list in detail, and the information will be fed back to the staff on duty in the customer service department in time;

5) All maintenance orders must be signed by the operator and returned to the customer service department on the same day. The staff on duty in the customer service department is responsible for checking the integrity of the maintenance order;

6) The staff on duty in the customer service department is responsible for making a telephone return visit to the matters handled the day before, and making a record of the return visit;

7) For events that cannot be repaired in time, after confirming the time for further maintenance, the personnel on duty in the customer service department will feed back the time information for further maintenance to the owner;

8) For the maintenance events that cannot be completed on the same day, the personnel who received the maintenance application will follow up and ask the relevant departments to know the plan and progress of the maintenance work. After the maintenance is confirmed, record it on the original maintenance application record and follow up the return visit;

If the maintenance work cannot be completed in time, leading to the occurrence of complaints from business owners, the staff on duty in the customer service department will report to the customer service manager for necessary coordination and attention.