Responsibilities of Customer Service Department of Property Management Company

Responsibilities of Customer Service Department of Property Management Company (Selected 12)

In daily life and work, job responsibilities are becoming more and more important to people. Job responsibilities mainly emphasize the responsibilities that should be done within the scope of work. Do you know the format of job responsibilities? The following are the responsibilities of the customer service department of the property company that I have carefully sorted out, hoping to help everyone.

Responsibilities of customer service department of property management company 1 1. Assist customer service supervisor to carry out various tasks within the scope of departmental responsibilities.

2. Assist the owner to visit and receive, accept the decoration application, check-in registration and various accreditation services.

3. Responsible for handling and checking the construction permit of the construction unit and managing the information registration of the check-in personnel.

4, responsible for the daily service management of the project patrol inspection work, supervision of environmental sanitation, landscaping, maintenance, decoration construction, etc. When problems are found, follow up with relevant personnel to deal with them in time and keep records of relevant responsible persons.

5. Supervise the implementation of daily work such as cleaning, greening, four pests removal and equipment maintenance of outsourcing units.

6, patrol the model house, if there are any engineering problems, timely feedback and follow up the repair situation.

7. Track the engineering maintenance orders in the responsible area and follow up the feedback in time.

8. Warmly receive the owner and visiting guests, patiently and meticulously communicate and explain the owner's complaints, investigate and handle them in time and make records, so that the effective handling rate of complaints can reach 65,438+000%.

9. Responsible for the project acceptance and handover, check-in formalities, issue keys, and accompany the owner to accept the house and go through the formalities of repossession.

10, responsible for the owner's complaints, dispute coordination, daily contact and consultation with the owner, visit the owner regularly, and establish good relations with the owner.

1 1. Do a good job in the owner's follow-up service, guide the owner to receive and register the housing facilities for maintenance, follow up in time and arrange on-site treatment, and do a good job in the corresponding supervision and the owner's consultation on the treatment results.

12, responsible for the collection of property management-related fees and the work of reaching the standard.

13, assist the supervisor to carry out community activities and spiritual civilization construction in the jurisdiction.

14, complete the tasks assigned by the department.

Responsibilities of Customer Service Department of Property Management Company 2 1. Conduct daily inspections of the area under its jurisdiction, including cleaning, environment, greening, public repairs and other matters in the community, and report, follow up and feedback the problems found in the inspections;

2. Grasp the property needs of customers in daily life, provide information feedback in time, and complete the check of customer information;

3. Complete the collection of property fees within the jurisdiction;

4. Responsible for maintaining the publicity column in the area under its jurisdiction;

5. Assist in completing various community cultural activities organized by the community;

6. Maintain customer relationships, conduct satisfaction surveys on a regular basis, and provide professional and thoughtful property services to customers;

7. Carry out business work;

8. Complete other temporary tasks arranged by company leaders.

Responsibilities of customer service department of property management company 3 1. Responsible for the customer service line of luxury house project, including customer service, management fee collection, complaints from business owners, owner satisfaction, building delivery, etc. , and complete the task indicators issued by the management;

2. Monitor customer complaints, formulate a satisfaction improvement plan according to the annual owner satisfaction target of the department, and effectively promote and implement it;

3. Guide and supervise the professional level and work skills of the housekeeper team;

4, formulate the department plan, and ensure the implementation of the plan;

5, responsible for coordinating the relationship with other departments, so that the work can be completed smoothly.

Responsibilities of Customer Service Department of Property Management Company 4 1. Assist the customer service manager to coordinate the management of the customer service department and sort out the job responsibilities, service standards and workflow of the customer service in the park;

2. Be responsible for the accounting and collection of property management service fees and utilities in the park, and conduct monthly, quarterly and annual main business analysis;

3. Do a good job in cross-departmental business coordination and liaison to ensure that all kinds of reception activities and important customer reception are carried out in an orderly manner;

4. Do a good job in customer service, visit customers regularly, collect opinions, deal with all kinds of problems feedback from customers in time, and maintain good cooperative relations with customers;

5. Carry out customer satisfaction survey, analyze the results of satisfaction survey, formulate customer satisfaction rectification, and plan and implement the work well;

6, do a good job in all kinds of property contracts and file management;

7. Complete other tasks assigned by superiors with high efficiency and high quality.

Responsibilities of Customer Service Department of Property Management Company 5 1. Responsible for making the work plan of customer service department and deploying it.

2. Be responsible for the preparation of relevant information about the customer's destination and the on-site training of personnel.

3. Be responsible for the daily patrol management of the park and the collection of rent, property, utilities and various fees in the park.

4. Responsible for maintenance and repair;

5, responsible for the arrangement of major complaints, timely report the progress to the head of the property department.

6. Be able to find the needs and opinions of calling customers in time, and record and report them.

7. Assist in the preparation, improvement and promotion of departmental manuals and processes.

8, responsible for organizing the satisfaction survey of business households.

9. Assist merchants to do statistical report analysis.

10, responsible for department document approval and customer file management;

1 1. Be responsible for formulating departmental training plans and organizing their implementation, so as to effectively improve professional quality.

12, responsible for establishing communication between owners and customers, and constantly improving the management services of the department according to new feedback information.

13. Complete other tasks assigned by the leaders.

Responsibilities of customer service department of property management company 6 1. Assist the property manager and the investment promotion department to do a good job in the property service center, mainly responsible for receiving customers, receiving written, telephone, face-to-face complaints and suggestions on security, public facilities, environmental sanitation, customer service, charge management, etc., and promptly assign or coordinate various departments to deal with them; Do a good job in management services and keep records.

2. Responsible for the daily management and service of the project service center, accepting complaints, visiting and receiving, and issuing tenant bills.

3, responsible for all kinds of documents and forms of drafting, computer production, project payment acceptance process, file registration and other management work.

4. Be familiar with the company's management system and charging standards. Understand the customer's situation and be familiar with the relevant property management laws and regulations and the internal operation of the service center.

5, timely and properly handle all kinds of emergencies in the office area and report in time, obey the management of the company, obey the work arrangement of superiors.

Job Responsibilities of Customer Service Department of Property Management Company 7 I. Job 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 receiving, registering and guiding visitors who enter the company office, and shielding irrelevant personnel, door-to-door salesmen and unreasonable people or assisting 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 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 leather sandals similar to slippers 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. Treat guests naturally, generously, steadily, warmly and politely, 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 guest's speech, don't grab words with the guest, don't interrupt, don't argue with the guest, don't argue irrationally, speak in moderation, have a gentle tone and use 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 Customer Service Department of Property Management Company 8 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 Customer Service Department of Property Management Company 9 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 the customer service department of the property management company 10 1, responsible for supervising the implementation of the temporary management protocol, user manual, preliminary property service agreement and decoration manual of the project.

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 customer service department of property management company: 1 1 1. Responsible for managing the daily communication, complaint handling and relationship maintenance of residents in the area;

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 the customer service department of the property management company 12 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.

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