Is the property customer service tired? What exactly is responsible for? _?

The main responsibilities of customer service in each property company are different. For your reference, the responsibility of the customer service supervisor is 1. Be fully responsible for the work of this department. 2. Be responsible for the work arrangement of this department, and supervise, inspect and assess the work of employees in this department. 3. Coordinate with relevant departments. 4. Make the work plan and summary on time. 5. Hold regular working meetings. 6. Responsible for planning, organizing and summarizing community activities. 7. Receive customers' visits. 8. Responsible for checking the daily work of the administrator and giving specific guidance to the administrator's work. 9 responsible for the supervision and inspection of the fees charged by the administration, statistics of the arrears of the region and corresponding treatment. 10. Report the problems that are difficult to solve in daily work to the manager in time. 1 1. Complete other tasks assigned by company leaders in time. Job responsibilities of property manager 1. The service is warm, thoughtful and polite, and the language is standardized. It is necessary to seriously accept customer complaints, service applications, consultations and other matters, and make corresponding records. 2. Contact the information received by the dispatcher in time, arrange relevant personnel for processing, track the sealed processing results, and feed back to relevant departments or personnel in time. 3. In case of problems that cannot be handled within the scope of duties, first of all, we should patiently appease and explain the customers, stabilize their emotions and report to the superior leaders in time to solve them. 4. Track the service quality and attitude of maintenance service personnel and record them on the service record. 5. Be familiar with the responsibilities, specialties, types of work, basic structure, equipment, equipment distribution and control scope of employees in each department, so as to facilitate scheduling and coordination. 6.24-hour monitoring of safety protection and environmental management, to assist order maintenance personnel to deal with related matters. 7. Emergency treatment for various emergencies (such as fire, Fei Jing, traffic accidents, etc.). ) and make records, according to the operating procedures reported to the relevant leaders. 8. In case of emergency at night, report to the chief on duty at night. 9. Reasonable use and storage of various instruments, facilities and spare keys; 10. Check-in procedures, motor vehicle passes, exit receipts, etc. And answer the relevant questions raised by the owner. 1 1. Handle decoration formalities for customers, handle temporary passes for decoration personnel, sign decoration management agreements with customers, and answer decoration questions at the same time. Please ask the maintenance service personnel to approve the decoration application and apply for a refund after the decoration. 12. Handle telephone installation procedures and various telephone services on behalf of customers. 13. Subscribe to newspapers and magazines on behalf of customers, and be responsible for receiving and distributing newspapers, magazines and letters. 14. Rent out houses for customers and rent out vacant houses for developers. 15. Responsible for printing, distributing and archiving the notices to customers. 16. At the request of customers, issue relevant certificates for customers in accordance with relevant regulations. 17. Assist in household registration management and registration of temporary residents in rental houses. 18. urge dog-raising customers to apply for dog-raising licenses in time. 19. Carefully complete the daily work record as required. 20. Complete other tasks assigned by company leaders in time.

5. Customer Service Department

5. 1 Customer Service Manager

5. 1. 1 Strictly abide by the management rules and regulations in the company's professional code.

5. 1.2 Be fully responsible for the work of this department.

5. 1.3 Be responsible for the work arrangement of this department, and supervise, inspect and assess the work of employees in this department.

5. 1.4 Coordinate with relevant departments.

5. 1.5 Make the work plan and summary on time.

5. 1.6 Hold regular working meetings.

5. 1.7 Complete other tasks assigned by the general manager and other leaders of the company.

5. 1.8 is responsible for planning, organizing and summarizing community activities.

5. 1.9 Receiving customers' visits.

5. 1. 10 is responsible for checking the daily work of the administrators and giving them specific guidance.

5. 1. 1 1 Responsible for supervising and inspecting the charging work of various administrations, and counting the arrears in the whole region.

5. 1. 12 timely report the problems that are difficult to solve in daily work to the department manager.

5.2 Customer Service Front Desk Staff

5.2. 1 Strictly abide by the company's professional code and various management rules and regulations.

5.2.2 Apply for the owner's entry formalities, motor vehicle pass, bus access and encrypted channel, and answer relevant questions raised by the owner.

5.2.3 Handle decoration formalities for customers, handle temporary passes for decoration personnel, issue decoration management regulations to customers, and answer related decoration questions at the same time, ask maintenance service personnel to examine and approve decoration applications and refund after decoration.

5.2.4 Handling telephone installation procedures and various telephone services on behalf of customers.

5.2.5 Handling dog-raising licenses and temporary residence permits for customers.

5.2.6 Subscribe to newspapers and magazines on behalf of customers, and be responsible for receiving and distributing newspapers, magazines and letters.

5.2.7 Rent and sell houses for customers and rent vacant houses for developers.

5.2.8 Be responsible for printing, distributing and filing customer information.

5.2.9 At the request of customers, issue relevant certificates to customers according to relevant regulations.

5.2. 10 Carefully complete the daily work records as required.

5.2. 1 1 Answer all kinds of questions and inquiries raised by customers at any time and report to the department manager in time.

5.2. 12 Complete other tasks assigned by department managers and company leaders.

5.3 Customer Service Manager

5.3. 1 Strictly abide by the company's professional code and various management rules and regulations.

5.3.2 Collect telephone charges on time every month.

5.3.3 Make monthly cash book at the end of each month.

5.3.4 Collect water, electricity, hot water, gas, cable TV and management fees on time every quarter.

5.3.5 Collect heating fees on time every year.

5.3.6 Check the cash, owner's expenses and other account books on time.

5.3.7 Cash shall be turned over to finance every day according to regulations.

5.3.8 Check the safety of the safe before work every day and guard against theft.

5.3.9 Standardize telephone answering, keep daily work records and notify relevant personnel for handling.

5.3. 10, handle the exit form.

5.3. 1 1 Accept customer complaints, listen to residents' opinions and suggestions, and report to relevant departments in time.

5.3. 12 keep abreast of the changes of residents in the community and communicate with relevant departments.

5.3. 13 Assist in household registration management and foreign population registration.

5.3. 14 urge dog-raising customers to apply for dog-raising licenses in time.

Complete other temporary tasks assigned by department manager and company leaders. Responsibilities of customer service center

1 A special person is responsible for the file collection of team, individual and VIP guests, and the basic information list of the guests is entered immediately every day. For groups and individual travelers, the check-in date and serial number are the file number (for example, the file number of the first guest who checked in on February 14, 2004 is 0402 1400 1), and the file number of the guest is the card number.

The service center for the reception of visiting demolition work shall widely announce the office location and telephone number for accepting complaints, so as to facilitate residents' complaints.

When encountering residents' complaints, managers should receive them warmly, take the initiative to ask and explain them patiently and carefully. When there are rules and regulations that guests don't understand, they should be sensible and emotional, so that guests can understand and support the work of the service center.

The receptionist should record the problems mentioned in the guest's complaints and visits in time, conduct investigation and verification on the same day, and then report the results to the director of the responsible department; If it can't be solved, it is necessary to reflect the problems and opinions to the relevant departments, and the service center manager will decide the handling method.

When dealing with visits and complaints, we should be enthusiastic, proactive and timely, adhere to principles and highlight services; Don't pass the buck and embarrass the guests. After the processing, fill the processing result into the guest processing list, indicating the time, reason, recipient, processing result and so on. Used for records and return visits.

Return visit requirements:

The customer service center includes the return visit to the guests in the scope of duties and implements it in the annual work plan and summary assessment.

The customer service center should pay a return visit to potential customers such as individual customers and group customers on the second day after the guests leave the store, with a return visit rate of 100.

Listen to opinions with an open mind, accept criticism sincerely, adopt reasonable suggestions, and make a record of the visit.

During the return visit, if you can't reply to the guest's inquiries and opinions immediately, you should inform the scheduled reply time.

After the return visit, the opinions, demands, suggestions and complaints put forward by the guests again should be sorted out and studied one by one in time, and the solutions to the problems should be communicated and negotiated with relevant departments. Managers of relevant departments should feed back the results of the guests' handling, and sign the return visit form to prevent similar incidents.

It is necessary to inform the customer service phone number, the name of the returner and the discount for entering the store in time. Personal consumption when staying again can be regarded as the sales of customer service staff, and can be used as a bonus for the salesman's performance this month.

Everything is settled, everything is echoed, and you can't shirk, wrangle or pass the buck.

Take the initiative to greet visiting guests, be polite, smile, behave gracefully, speak clearly, use accurate and unambiguous words, and do not use indecent words.

When a guest has unreasonable words and deeds, he should be as tolerant as possible, patiently persuade, convince people with reason, and impress people with emotion. Don't use harsh words, let alone argue with them.

Customer service personnel enhance cohesion and establish

Combine large-scale activities with daily activities, enrich amateur cultural life, regularly send greeting cards on guests' birthdays, strengthen communication with guests, strengthen the feelings between Bixi and guests, win the participation and support of guests, enhance the post responsibilities of Wansheng Property 1 customer service personnel, obey the work arrangement of the company director, and implement the company's purpose of "owner first, service first". 2. Must have strong language expression and communication skills, good psychological quality, dignified appearance and decent behavior. 3, must have the relevant knowledge of property management, familiar with and master the "Regulations on Property Management in Shandong Province" and the relevant rules and regulations of the management office. 4. Become the link of coordination and communication between the owner and the company, answer all kinds of questions and complaints for the owner, implement unified deployment for all departments, and provide quality services for the owner. 5. Be responsible for establishing and perfecting the owner's files, owner's information forms, registering various accounts and daily property management files. 6. Be responsible for the statistical coordination of monthly and quarterly property management fees, utilities and other expenses. Cooperate with the company's finance department to hand over the payment and vouchers, so that the payment accounts are consistent. 7. For the management of parked vehicles, the charging standard for temporary parking vehicles is%; The files written every year are complete, and the data accuracy is 100%. 8. Be responsible for the company's external communication activities and relationship handling. 9, complete other work assigned by the leadership.