Job responsibilities of property customer service personnel

Responsibilities of Property Customer Service Staff (General 15)

In the ever-changing modern society, there are more and more occasions to use job responsibilities. Job responsibilities refer to the work content that a post needs to complete and the scope of responsibility that it should undertake. The post is the unity of duties and responsibilities, which consists of two parts: the scope of authorization and the corresponding responsibilities. So what kind of job responsibilities are effective? The following are the job responsibilities of the property customer service staff I have carefully arranged, hoping to help everyone.

Responsibilities of the property customer service staff: 1 1, responsible for handling the owner/customer check-in, decoration and other related procedures;

2. Establish the owner/customer file, update the owner's basic information timely and accurately, and do related work well;

3. Be responsible for sorting, summarizing and filing the records related to the owner/customer complaint acceptance and maintenance application.

4. Collect management fees from the owner/customer, be responsible for collecting all kinds of fees owed by the owner/customer, and guide the owner to pay;

5. All kinds of problems reflected by the owner/customer in charging shall be reviewed by the department manager and sent to relevant departments for follow-up and coordination;

6. Complete other tasks assigned by superiors.

Job responsibilities of property customer service personnel 2 1, responsible for the management and training of department personnel;

2. Be responsible for formulating and establishing the customer service workflow of the project, and conducting supervision and inspection;

3. Be responsible for the customer service of the project, improve customer satisfaction and increase the collection rate of property fees;

4. Be responsible for making the annual work plan of property fee decomposition according to the annual budget of the project, and supervise the implementation;

5, responsible for handling key complaints from project owners/customers, and pay a return visit to key customers;

6. Responsible for organizing the construction and implementation of community cultural activities of various property projects;

7, deal with other temporary work arranged by the leadership.

Job responsibilities of property customer service personnel 3 1, responsible for establishing and improving residential household files and updating them in time.

2. Complete the task of collecting property fees set by the company;

3. Visit the residents, communicate with the residents, master the situation of the residents in the management building, and handle the application services and complaints of the residents in the community in time;

4. Receive, track, reply and pay a return visit to the maintenance, complaints and suggestions put forward by the residents.

Job responsibilities of property customer service personnel 4 1, responsible for answering calls for repairs and complaints, handling customer repairs and complaints, and following up the results;

2. Responsible for the customer's settlement procedures and secondary decoration procedures;

3. Keep abreast of customer trends and the progress of customers' secondary decoration;

4. Responsible for the collection and collection of property fees, and make corresponding notices;

5. Be responsible for sorting, registering and summarizing all contracts of the project;

6. Assist the customer service manager to deal with emergencies;

7. Complete other tasks assigned by superior leaders.

Job responsibilities of property customer service personnel 5 1. Responsible for the collection and disbursement of monthly management fees, energy consumption and other service fees, and assist the manager and organize the implementation of clearing the arrears of the owners according to the annual work requirements of the property service center.

2, patrol the service area, spot checks, found that the problem handled in time.

3. Responsible for the reception, handling, return visit and summary statistics of customer visits and complaints; Do a charge analysis every quarter.

4. Responsible for managing the public keys of the property service center, the keys of unoccupied households and the keys of vacant houses, and supervising the public venues and places.

5. Complete other tasks assigned by superior leaders.

Job responsibilities of property customer service personnel Article 6 Under the leadership of the project manager, be fully responsible for the business management of the department.

Be responsible for preparing the weekly, monthly and annual work plan and summary of the department.

Be responsible for refining and improving departmental rules and regulations and work processes, and supervising their implementation. In the process of implementation, constantly check, modify and improve.

Prepare customer service budget, review expense budget and fund use plan, and be responsible for implementation.

Hold regular departmental work meetings to summarize and deploy departmental work.

Responsible for the collection of customer information and the implementation of all information submission, and strictly implement the company's rules and regulations.

Responsible for organizing the collection of park fees.

Make a reminder plan and plan for the overdue rent, property service fee and other expenses of customers.

Handle customer complaints in a timely manner, analyze the hot spots of customer complaints, find out the crux, and hand them over to relevant departments for rectification and solution.

Communicate with customers frequently, listen to opinions, follow up and solve them in time, and be responsible for the organization, planning and implementation of customer activities.

Responsible for the monitoring and management of project security and cleaning suppliers, and assess the work of cleaning and security suppliers every month to achieve the company's indicators.

Responsibilities of property customer service personnel 7 1. Politely receive daily visiting guests, do a good job of registration and reception, be responsible for providing drinks for customers in the negotiation area, leisure area, signing area and VIP area, cleaning the bar, cleaning the tables and chairs after the guests leave, and counting and collecting daily consumables;

2, familiar with all the staff in the office area, thoughtful to provide services for all office workers; Responsible for the conference service of the conference room in the jurisdiction;

3, carefully record the succession;

4, grasp the daily needs of material reserves, timely apply to ensure the normal work;

5. Focus on managing office areas;

6. Be responsible for feeding back customers' opinions on the service between models and related issues;

7. Complete other tasks assigned by superiors.

Responsibilities of property customer service staff 8 1. Familiar with the basic situation of the project owner, understand the distribution position and situation of various facilities.

2, comprehensive supervision and inspection of the daily work of the consul, daily check the consular log records, found that the problem is corrected in time.

3, the consular professional skills and work skills for daily training, and regular assessment.

4. Responsible for the collection of property fees of regional owners, effectively communicate with customers in arrears, and assist consuls to complete the task of collecting fees.

5. Actively communicate with other departments, take the initiative to provide services for the owners, solve complaints and apply for repairs, and urge the consuls to implement the situation.

6, responsible for the analysis, handling and follow-up of the owner's complaints, and pay a return visit; For those that cannot be handled, report to the project manager in time.

7. Assist the project manager to draft relevant documents on property management.

8, assist the project manager to deal with all kinds of emergencies, and assist in the aftermath.

9. Assist the project manager to carry out various community cultural activities.

10, complete all tasks assigned by the project manager.

Responsibilities of property customer service staff 9 1, responsible for customer reception and case visit of marketing center;

2. Responsible for the daily management of public signs, exhibition racks and other related items in the management area;

3. Receive visiting customers and politely guide the model houses to visit;

4, responsible for checking the post health, and guide and supervise the cleaning staff work, keep the sample room clean and tidy, and ensure the normal reception;

5. Be responsible for checking the facilities and equipment between samples, counting the items between samples and sorting out the equipment.

6, responsible for checking the model room, engineering problems should be timely warranty project, tracking processing, and report the superior processing results;

7. Assist sales staff to explain the model house type to customers;

8, responsible for daily equipment warehousing records;

9. Be responsible for the management of refreshments in the bar and the reception of the bar.

Responsibilities of property customer service personnel: 10 1. Receive visits from owners, answer telephone calls from business owners, answer inquiries from owners, accept complaints, maintenance, help, consultation and collect suggestions from business owners within their jurisdiction, and make corresponding records;

2. After receiving the complaints, maintenance and help from the operators, fill in the relevant task list and submit it to the relevant departments for follow-up and supervision until it is completely solved. At the same time, call the operator back and enter the system data;

3. Be responsible for the billing of maintenance fees for paid services, and input them into the computer in time to establish a complete ledger;

4. Be responsible for handling various procedures such as building repossession, decoration, lease registration, transfer registration, parking space lease and key lending. For the owner, update the customer information in time and convey it to the relevant departments in _ _ _ _ _ _;

5, do a good job of property management fees, utilities and other related expenses and related charges collection;

6. Timely handle and report customer complaints and emergencies; In case of emergency, be responsible for explaining the business households;

7. Complete other tasks assigned by superior leaders.

Job responsibilities of property customer service personnel 1 1 1. Answer the phone, record the problem and feed it back to relevant departments for handling, follow up and feed it back to users;

2. Archive the lease contract;

3. Go through the formalities of applying for decoration and collect relevant fees, and issue the decoration permit after the materials are approved;

4. Handle the pass for the decoration personnel and collect fees;

5. Inform residents and households to pay property management fees and utilities;

6. Responsible for supervising and managing the cleaning work of the outsourcing cleaning company in the park.

Responsibilities of property customer service personnel 12 1. Responsible for the management of houses and public facilities in the area of responsibility, handle problems in time when found, be familiar with the structure of buildings in residential areas, the layout of buildings, the basic situation of household pipe network, and understand the charging standards and calculation methods of management fees;

2 responsible for the supervision and management of greening, sanitation, decoration, public security and public facilities in the area of responsibility, adhere to the daily inspection of the area of responsibility, and handle problems in time when found;

3. Handle the complaints of the owners in the responsible area in time, with the complaint handling rate reaching 65,438+000%, establish a good relationship with the owners, actively communicate with the owners, and reflect the opinions and suggestions of the owners in time;

4. Responsible for the issuance and recycling of various notices, and do a good job of uploading and issuing;

5. Be responsible for the overdue payment of the owner;

6, supervise the management of entertainment facilities, conscientiously implement the provisions of the opening of entertainment facilities;

7, completes the work record, cooperate with librarians to do a good job of registration and filing related work records;

8, complete other work assigned by the leadership.

Job responsibilities of property customer service personnel 13 1, responsible for establishing and optimizing the standardization of customer service systems such as service standards and processes.

2. Be responsible for the project cost, analyze the reasons for the arrears, carry out rectification and optimization, and pay off the historical arrears.

3. Be responsible for the customer service satisfaction control of the project, and analyze and improve the dissatisfied parts.

4, responsible for the construction of community cultural activities, close the distance with customers, establish a good brand and image of the company.

5. Responsible for complaint management, especially major complaints or group complaints.

6, responsible for customer visits, solve customer needs, constantly explore the potential needs of customers, report to the superior to carry out a variety of business, forming a new business growth point.

7. Be responsible for the business guidance, training, staff management and assessment of the team of this department.

Job responsibilities of property customer service personnel 14 1, and customer familiarity is over 95%. While paying attention to the key customers who often complain, we also pay attention to the most silent customers, get familiar with the basic situation of customers in this region, establish a work account, and be responsible for collecting, sorting, archiving and updating customer information at any time;

2. Be responsible for handling the check-in and check-out procedures of customers, accepting the check-in (delivery) of units and handling household cards;

3. Customer relationship construction: according to the company's requirements, put yourself in the shoes with standardized customer reception etiquette, accept customer service requirements such as maintenance, consultation and complaints, and hand them over to the responsible departments/personnel, and track and implement the processing progress of service requirements at the first time; Pay a return visit to the customer as soon as possible after the customer service is over;

4. Conduct a comprehensive inspection of the area under its jurisdiction at least once a day, and be responsible for supervising, tracking, rectifying and reviewing the safety, engineering and environmental service processes and service quality of the area under its jurisdiction;

5. Handle daily customer service affairs, such as moving appointment, customers moving in and out;

6. Responsible for collecting current and overdue property service fees, elevator use fees and parking space property management fees from customers, and collecting agreed fees for new projects such as water, electricity, heating and gas collected by real estate companies;

7. Be familiar with customer service demand information related to food, clothing, housing, transportation, leisure and entertainment, health education, etc. Around the community, be familiar with the telephone numbers of government departments such as water, electricity and electricity, and update them regularly to make customers answer questions fluently;

8. Responsible for handling customers' decoration applications, conducting daily on-site inspection of decoration, coordinating safety management and engineering personnel's management of decoration process, immediately stopping illegal decoration behaviors when found, cooperating with government administrative law enforcement departments to deal with difficult customers, and properly keeping relevant records of decoration management for future reference;

9. Establish and maintain a good public order, and coordinate the handling of customer neighborhood disputes;

10, communicate closely with customers, organize owners' meetings regularly, conduct customer satisfaction surveys regularly, sort out, analyze, judge and meet customer needs, and establish and maintain good customer relations;

1 1. Carry out community activities regularly according to the company's community cultural work plan, and communicate with customers during the activities;

12. Provide wedding service, moving service, birthday greeting, business reminder, key keeping and other special services. Improve customer satisfaction;

13, in daily communication with customers, effectively reduce customer expectations, explain the service content of the property to customers, and let customers distinguish the respective responsibilities of government departments such as property, construction unit and water and electricity;

14. Seriously study the laws and regulations of the property industry, master the training content of the company's "answering customers' questions", show professionalism in the process of docking with customers, and reasonably answer the owners' inquiries;

15, according to the company's requirements, pay a timely return visit to the quality of solving customer service demands, and sort out the return visit results and report them to the management office manager;

16. Dockers (system administrators, file administrators, key administrators, NC docking modules, CRM docking modules, community cultural specialists, decoration management and other part-time modules) responsible for each sub-business should dock with the Quality Management Department on the basis of completing their respective regional work, and complete the collection, collation, statistics and reporting of various materials with high quality according to the time required by the company;

17, responsible for completing the work temporarily assigned by the leaders.

Responsibilities of property customer service personnel 15 1. Responsible for customer service, environment and operation management of commercial properties, including professional markets, exhibition halls and apartments.

2. Responsible for the decoration, daily rent and property management fees of the settled projects.

3. Accepting the on-site maintenance declaration and customer complaints, and paying a return visit to the maintenance customers, it is necessary to conduct emergency treatment for the first-line emergencies of the property.

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