What are the responsibilities of the customer service department?

Under the leadership of the general manager, the customer service department is fully responsible for the customer service and m

What are the responsibilities of the customer service department?

Under the leadership of the general manager, the customer service department is fully responsible for the customer service and management of the company's products; Responsible for the construction and implementation of customer service system and process. The following are the responsibilities of the customer service department that I sorted out for you, for reference only.

Article 1: Responsibilities of Customer Service Department

The purpose of customer service department is to establish an external image, seek harmony internally, build the company brand, further close contact and communication with the owners, and improve customer satisfaction.

The customer service department is mainly responsible for accepting and solving the inquiries and problems raised by the owners and customers, reviewing and signing the purchase contract, managing the company's purchase contract on a daily basis, and coordinating relevant internal departments and property management companies to handle some complaints and problems arising from the use of the owners' houses. While doing the above work well, take the initiative to go deep into the community and the owners to understand the needs of the owners and customers and solve problems for the owners and customers. At the same time, it is responsible for the communication and coordination between the development company and the property management company, which is the main window for the company to provide after-sales service to customers.

Our department has been committed to comprehensively improving the level of customer service and providing customers with professional, high-quality, timely and comprehensive pre-sales, in-sales and after-sales services.

(1) Work objective:

Provide customers with professional, high-quality, timely and comprehensive after-sales service, strive to improve customer satisfaction, enhance the company's reputation advantage and expand the company's competitiveness in the same industry.

(2) Working principle:

Let customers enjoy the service of loving sports posts while having comfortable space. Customer-oriented, honesty-oriented, warm and thoughtful; Quick response, timely handling, accurate and professional.

(3) Department responsibilities:

1, formulate service standards, work specifications and workflow, and provide customer service training;

2. Accept customers' complaints, consultations, suggestions and inquiries, coordinate relevant departments to solve customers' complaints in time, and track and supervise the handling of complaints;

3. Establish customer data files and maintain effective communication and contact with customers;

4. Arrange service items such as change notice, progress notice and occupancy notice;

5. Organize handover and check-in;

6. Organize and coordinate the company's customer service resources and coordinate all departments of the company to carry out customer service work;

7. Responsible for the joint examination, signing and filing of the house purchase contract and the daily management of the company's house purchase contract;

8. Assist customers to handle bank mortgage loans;

9. Handle the real estate license for customers.

Article 2: Responsibilities of the Head of Customer Service Department

1. Under the direct leadership of the project manager, carry out the responsibilities related to customer service management in the company's quality policy and quality objectives.

2. Be responsible for the overall leadership and management of the customer service department, formulate the work objectives and work plans of this department according to the actual situation of the community and organize their implementation.

3. Pass the customer's complaints or feedback information to relevant departments in time.

4. Be responsible for mobilizing the enthusiasm of employees in this department, caring about their life and study, improving their quality, putting "serving customers" in the first place, and checking and urging employees to perform their duties seriously.

5. Communicate with customers at any time, listen to customers' opinions and suggestions extensively, strive to meet customers' requirements, and become a bridge between the company and customers.

6. Establish extensive market information and master first-hand information to facilitate customer service and daily work at any time.

7. Establish a pioneering spirit and keep innovating at work.

8. Conduct regular questionnaires and spot checks to understand the situation, listen to opinions and maintain good cooperative relations with customers.

9. Organize regular training for department personnel, constantly improve employees' service awareness and business ability, and make the work more standardized.

10. Responsible for drafting weekly, monthly and annual work plans, summarizing the completion of planned work, and reporting to the direct leader.

1 1. Complete other tasks assigned by superior leaders.

Chapter III: Responsibilities of Customer Service Department

I. Customer Information Resource Management

1÷ Formulate the company's customer relationship management measures;

2. Market research and overall progress of the company's customer relationship management system;

3. Establish a complete corporate customer database;

4. Strengthen the module management and process monitoring management of the company's customer relationship management information platform;

5 "Collect customer service trends of competitors and other companies.

Two. Receiving and handling customer complaints

1〃 Establish customer complaint handling and return visit management measures, collect and feedback customer opinions, and track and return visits to customer complaints;

2〃 Set up a customer service hotline to be answered by a special person, and record the opinions, suggestions and complaints of customers;

3÷ Implement the first inquiry responsibility system for accepting and handling customer complaints, and the person in charge of the first inquiry is responsible for tracking, following up and implementing the complaint handling procedures and replying to customers;

Prepare customer complaint briefing and customer service center acceptance and handling in April; Implement a special person who is responsible for sorting out and counting customer complaint information on a monthly basis, establish a customer complaint ledger and properly keep the information;

Third, customer online marketing management

1÷ Open the "Owners' Forum" window on the enterprise website to directly reply to customers' opinions, suggestions and complaints;

2. Establish channels for corporate customers to submit opinions, suggestions and complaints, and set up special customer complaint mailboxes;

3. Track and reply to customers' opinions online;

4. Establish the company's "spokesperson" system to track and handle all kinds of inquiries and complaints from online customers.

Fourth, the management of member clubs.

1 "Basic information management of member customers. For example, it includes membership hobbies, important holiday tips, membership points and so on.

2. Prepare publicity materials for member clubs and recruit new members, including procedures such as qualification, examination, membership registration and membership card issuance;

3. Make the annual activity plan of metropolis and participate in the planning and organization of members' networking activities; Maintain member activity records, manage and track member activities.

4. Send and distribute club magazines and information materials related to the company's real estate development to members on a regular basis to maintain information exchange;

5. Participate in the planning and organization of community cultural activities.

Verb (abbreviation of verb) legal affairs management

1÷ Handle legal affairs related to the company and provide necessary legal advice to customers;

2 < To provide legal advice for the modification of the subscription terms of the company's temporary house purchase contract and the modification of the house sales contract, including the supplementary contract terms;

3 "Responsible for handling the company's legal litigation affairs;

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