Job responsibilities of complaint handling

Job responsibilities of complaint handling

In the ever-changing modern society, more and more places need to use job responsibilities, which can improve the vitality of internal competition and better discover and use talents. Want to learn to formulate job responsibilities but don't know who to consult? The following are my job responsibilities in handling complaints. Welcome to read the collection.

Responsibilities of the complaint handling post. Responsible for signing, processing and feedback of work orders issued by provincial companies.

2. Be responsible for reviewing the reply to the complaint work order. Responsible for the delivery of work orders.

4. Track, review and handle unfinished work orders at any time.

5. Responsible for counterpart contact with counterpart professional departments.

6. Summarize and analyze the complaint handling situation every day.

7. Ensure that the timely rate, delay rate, reassignment rate, repeated complaint rate and customer satisfaction rate of the complaint management competition meet the standards.

8. Be responsible for reducing the number of complaints of corresponding categories.

9. Complete the marketing task on time and with good quality according to the company's marketing activities.

Job responsibilities of complaint handling 2 1. Responsible for the reception, registration, handling, reply, supervision and inspection of calls, letters and visits, complaints, reports and help-seeking matters within the scope of industry management functions, and do a good job in explaining the complainant;

The second is to be responsible for the acceptance and transfer of matters assigned by superiors, such as the mayor's special line, the municipal petition office, the municipal 1 10 linkage, and the supervision of news media exposure;

Third, in accordance with the requirements of the Regulations on Letters and Visits and other relevant provisions, do a good job in handling, supervising and responding to complaints and letters and visits within the specified time;

The fourth is to do a good job in the construction, management, summary and filing of various basic ledgers such as complaints and letters and visits;

Five, responsible for statistics, research and analysis of letters and visits, understand the development trend of letters and visits, timely resolve social contradictions and unstable factors and timely report;

Six, responsible for the major emergency petitions and information that may cause social impact truthfully reported;

Seven, complete other tasks assigned by the superior.

Job responsibilities of complaint handling Article 3 Job responsibilities:

1, acceptance rule consulting service and customer complaint handling

2. Collect customers' feedback and suggestions, and transmit the information to the company in time.

3. Implement company brand promotion, assist in the implementation of promotion rules education, and provide customer care services.

4. Publicize the company concept and establish a good image.

Qualifications:

1, bachelor degree or above, more than two years customer service experience.

2. Good communication skills and strong pressure resistance, and have certain complaint handling ability and customer maintenance ability.

3. Active, flexible and able to work under pressure.

4, strong execution, medical background is preferred.

Extension extension

Regulations on the Administration of Complaint Handling

I. Scope of acceptance

1, housing construction quality complaints (hereinafter referred to as complaints) refer to citizens, legal persons and other organizations that reflect the quality problems of housing construction projects through letters, telephone calls and visits.

2, where in the administrative area of this Municipality, all kinds of housing construction projects newly built, rebuilt and expanded according to law, as well as the quality defects of housing construction projects that did not exceed the warranty period during the construction process or after completion and acceptance, all belong to the scope of complaints.

3. The following situations do not fall within the scope of accepting quality complaints:

(1) Unnamed or anonymous complaint;

(2) The case has been or should be solved through legal channels such as litigation, arbitration and administrative reconsideration;

(three) the complaint has been accepted or is being processed, and the complainant puts forward the same matter to the accepting organ within the prescribed time limit;

(4) The complaint accepting organ has handled the complaint and issued a written reply;

(five) did not complain to the construction unit, property management unit or construction unit;

(6) Complaint for return a house;

(7) Complaints involving economic compensation;

(eight) complaints that do not belong to the quality defects mentioned in Article 3 of these Provisions;

(nine) other complaints that are not within the scope of acceptance according to law.

Second, the acceptance procedures

1, the comprehensive office of the station is the department set up by the station to accept engineering quality complaints. Its main responsibility is to accept quality complaints externally, coordinate and handle quality complaints internally, and track, supervise, summarize and feedback quality complaints.

2. The station chief engineer's office complaint handling personnel should conscientiously do a good job of complaint reception and recording, and answer patiently. Complaints that are not within the scope of acceptance should be clearly stated, explained in a euphemistic tone and in an appropriate way, and the complainant should be advised to seek solutions through other channels in order to maintain the image of the foreign affairs service of the unit.

3. Complaints falling within the scope of acceptance shall be carefully recorded, and the Registration Form of Construction Quality Complaints (see table 1) shall be filled in, and the following contents shall be recorded in detail:

(1) Complainant's name, telephone number and time of complaint;

(2) The name, address, building number and room number of the complained project, as well as the names of the construction unit, construction unit and supervision unit.

(3) Description and evidential materials of the complained project quality problems.

Third, the processing procedure

1, the person in charge of each supervision department is the main person in charge of handling quality problems of complaints, and the quality supervisor is the contractor who verifies complaints, puts forward handling opinions and coordinates the specific implementation of the work. After accepting the complaint, the Station Chief Engineer's Office will issue the Dispatch Sheet for Handling the Quality Complaint of Construction Project (see Table 2) according to the project supervisor and the nature of the complaint, designate the responsible department and contractor in writing, and forward the relevant materials to the contractor. Major and mass complaint cases should be properly handled in time and reported to the station leaders immediately.

2. After the project quality complaints are handed over to the supervision department, the person in charge of the supervision department shall urge the contractor to handle them in time. The undertaker shall immediately call the complainant and the responsible unit to conduct on-site investigation, compare the engineering quality problems reflected by the complaint with the actual situation, and determine whether the complaint is true. For general quality problems with clear facts, clear responsibilities and definite handling opinions, the undertaker shall report to the department head for approval, and directly issue the Notice on Handling Supervision of Engineering Quality Complaints (see Annex 3), specifying the handling time limit and specific requirements for relevant quality responsibility units.

3, for difficult cases and major complaints (engineering quality problems are widely distributed, involving the use of safety and social stability), as well as complaints approved by superior leaders, repeated complaints by complainants, and complaints that quality problems are difficult to identify, the Chief Engineer's Office will conduct on-site inspections in conjunction with department heads and contractors to determine the opinions on handling engineering quality complaints. After the stationmaster agrees, the contractor will issue the Notice on Handling Supervision of Engineering Quality Complaints and supervise them.

4. In the process of complaint handling, the contractor shall be enthusiastic, scientific, fair and just, and shall not deliberately delay or perfunctory, and shall not disclose or transfer the materials and related information involved in the project quality complaint to the personnel and units that have been reported, exposed and accused, and shall not suppress, retaliate or force the complainant.

Fourth, close the case.

1. All departments should investigate and handle the assigned complaints as soon as possible, and the time limit for handling quality defects complaints that do not need to be tested for structural safety and main use functions is 30 working days. Due to complicated circumstances or other reasons, with the approval of the leaders in charge, the processing time limit may be appropriately extended, but the longest time shall not exceed 60 working days.

2. After the complaint handling, the contractor shall urge the responsible unit to fill in the Feedback Form for Investigation and Handling of Engineering Quality Complaints (see Schedule 4) in time, and submit the Dispatching Form for Handling of Engineering Quality Complaints, the Supervision Notice for Handling of Engineering Quality Complaints, the Feedback Form for Investigation and Handling of Engineering Quality Complaints and related materials to the department head for review and signature, and submit them to the Chief Engineer's Office for filing.

3. The Chief Engineer's Office shall carefully review the filing materials, and those that meet the closing conditions shall be filed for future reference. If the case does not meet the closing conditions after examination, it shall be returned to the regulatory authorities for re-processing.

4. For complaints approved by superior leaders, the General Office, the Ministry of Supervision and the organizer shall organize written materials to be submitted to the department for examination and approval in strict accordance with the time limit.

Verb (short for verb) others

1. If the subject responsible for project quality is not serious, timely or deliberately delayed or perfunctory in handling the complaints about project quality, the regulatory authorities shall give corresponding points in strict accordance with the Measures for Assessment of Subject Management of Qingdao Construction Market; If the circumstances are serious, the responsible unit shall be dealt with severely according to relevant laws and regulations, and the penalty shall be deducted, and the result shall be reported to the station leader for approval before the case is closed.

2. Responsible departments and personnel who fail to handle quality complaints will be dealt with seriously in strict accordance with the work discipline in the station.

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