Zhengzhou old buildings compete for jobs.

Chapter 1 Description of Customer Service Department

Brief introduction to the function of customer service department

As the hub of the property, the customer service department undertakes the main work of the property company to directly serve customers, is the window to reflect the company's service level, display the company's image and corporate culture, and establish the company's management brand, and is the key functional department to achieve quality service.

The main work of the customer service department includes:

☆ Responsible for building inspection, building repossession, and follow-up to solve the problems left over by the project;

☆ Responsible for checking buildings, public facilities and public signs, and ensuring their normal use;

Do a good job in building cleaning and greening services;

☆ Cooperate with the leasing center to do a good job in the reception of business households visiting the model room;

☆ Answer questions for business households and coordinate services.

The main internal management work includes:

☆ Patrol duty;

☆ Collect and feed back business information;

☆ File management of departments and businesses;

☆ Ensure the service quality and improve the satisfaction index of business households;

☆ Coordinate the work of various departments within the company and provide good customer service.

Customer service, organization and coordination and public information release are the three main functions of customer service department. In order to realize these functions, the company puts forward the requirements that the appearance, personality and mentality, skill quality and professional ethics of the customer service staff must adapt to the company's management concept, image brand and service level. In particular, service personnel should have noble professional ethics, sincere customer service awareness, fair and just customer service mentality, good interpersonal skills, tenacious ideological will and character, be good at creatively creating a beautiful and peaceful atmosphere, and be good at understanding the service needs of business households.

With its high-quality management, customer service department gives employees a chance to give full play to themselves and exercise themselves. All employees of customer service department will make unremitting efforts to make the service quality of project management reach the international professional level.

Second, the customer service department stage tasks

1.0 the staff of the customer service department should keep good communication with the prospective owners, collect and sort out the problems and suggestions reflected by the owners about property planning, housing quality and property management through contact with the owners, and report them to the relevant departments or superior leaders in time as work guidance and decision-making basis.

2.0 coordinate all departments to handle the decoration formalities for the construction (decoration) units entering the construction area (maintenance). And regularly inspect and supervise the decoration (maintenance) project, summarize the problems found in the work inspection in time and inform the engineering department to cooperate, so as to understand and solve the specific decoration situation in more detail.

3.0 Provide indoor greening and maintenance services for buildings and businesses.

4.0 Provide daily indoor cleaning services for buildings and businesses.

5.0 Provide indoor maintenance services for buildings and businesses.

6.0 Introduce the service facilities provided by the property and the management regulations of the property to the operators.

7.0 Patrol and inspect the public areas of the building, and strive to improve the service quality.

8.0 Regularly sort out the construction and decoration quality problems existing in the decorated rooms and report them to the Engineering Department for assistance.

9.0 Manage and sort out various property management signs of the building, and promptly notify the Property Engineering Department for maintenance and replacement.

10.0 properly manage the use of elevators.

1 1.0 is responsible for reception services and preparations for various promotional activities held by the building.

Building management applicable to occupancy:

1.0 Conduct daily inspection of the check-in area, including public facilities, public signs, cleaning, greening, etc., record the problems feedback from the inspection and contact relevant departments for relevant maintenance and rectification.

2.0 Monitor the maintenance progress of public facilities signs in public areas in time, and communicate with relevant departments.

3.0 Check-in formalities and decoration formalities for business households.

4.0 Conduct daily inspection on the renovated unit. If there is any violation of the management regulations of the decoration manual, put forward rectification opinions in time when problems are found, order it to be rectified within a time limit, and make relevant records.

5.0 Do a good job in building services regularly, establish a good service atmosphere with business households, and pay a regular visit to business households.

6.0 Record the operator's complaints (including telephone complaints and written complaints) and feedback. If it can be solved in time, it should be reported to the company leader immediately, and the solution result should be informed to the operator in writing to gain the approval of the operator, and every complaint and feedback suggestion should be summarized and recorded.

7.0 Cooperate with sales and leasing activities to provide reception services, and implement and solve the reasonable requirements and paid services put forward by operators.

Third, the customer service department daily management content

1.0 plan management

1. 1 according to the overall goal of the company's operation and management, the customer service department needs to make various supporting plans regularly to make the work more active, effective and coordinated.

1.2 The main plans are:

1.2. 1 Prepare and control various budgets of the department.

1.2.2 The work plan for the month shall be formulated according to the specific conditions of the property under its jurisdiction.

1.2.3 Make training plans regularly and supervise their implementation.

1.2.4 make the purchasing plan of materials and equipment of this department.

2.0 Organization and management

According to the scale and management system of the management area, set up, adjust and improve the various institutions and post settings of the customer service department, clarify the responsibilities and post requirements of each post, and formulate the operating procedures, business processes and various rules and regulations of each work.

3.0 Personnel Management (implemented by department heads)

According to the job requirements of each post, hire suitable personnel, and make them master high-level professional attitude, professional knowledge and technology of property management through training, and develop good professional habits. At the same time, through effective reward and punishment and incentive management system, employees can always work actively.

4.0 Material and equipment management (implemented by department clerks)

Make a good material management plan for customer service department. Fully cooperate with the administration department to do a good job in purchasing, receiving, maintaining and updating the materials and equipment of the customer service department to reduce the consumption and occupation of funds.

5.0 Quality Management (implemented in property customer service)

Train employees to establish quality awareness and implement total quality management. Through the formulation, implementation, inspection and improvement of various quality standards of customer service department, a spiral cycle is formed to continuously improve the service quality of customer service department.

6.0 Budget management (implemented by department manager)

Prepare and control the annual budget of customer service department. At the same time, when examining and approving the materials purchased by the department, we should try our best to reduce the cost without reducing the specifications.

7.0 Coordinated management (implemented to the customer service director)

Coordinate the working relationship between customer service department and various government functional departments inside and outside the company. Such as security, engineering, finance, administration, personnel, as well as government departments, functional departments, cooperative companies, post offices, telephone companies, construction units and suppliers, in order to obtain their support and cooperation for customer service and management.

Chapter II Responsibilities of Customer Service Department

1.0 Responsibilities of Customer Service Manager

Report to the superior: general manager of project management property.

Supervising subordinates: Director of Customer Service

Contact department: all departments in project management.

Job responsibilities:

1. 1 Seriously implement the Property Management Regulations and relevant company rules and regulations, and constantly improve themselves in practice.

Professional quality and leadership.

1.2 Establish and improve the organizational system of customer service department to make it reasonable, streamlined and efficient.

1.3 Select qualified service providers, draw up relevant contracts (agreements), and conduct supervision, inspection and acceptance evaluation to ensure that the requirements of the contracts (agreements) are met.

1.4 regularly report the work of the customer service department to the company, submit the company's suggestions on property management in the later period of the property, earnestly complete the tasks delivered by the company, and achieve various goals.

1.5 Responsible for signing the customer service contract and supervising its implementation.

1.6 Responsible for the organization, command, plan control, guidance, inspection and comprehensive evaluation of the work of this department.

1.7 preside over weekly customer service meetings, listen to work reports, assign work tasks, solve practical problems, improve management methods, and promote work progress.

1.8 regularly patrol the work of places and departments inside and outside the management area, check the service quality, and solve problems in time when found.

1.9 Responsible for approving employee training assessment and reward and punishment plan, and supervising employee training.

1. 10 is responsible for organizing the inspection of customer service department, strengthening the sense of responsibility of departments and responsible persons through inspection and assessment, and supervising the effective implementation of various management services.

1. 1 1 Care about employees' lives, solve practical difficulties for employees, and enhance collective cohesion.

1. 12 actively establish good business relations with local police stations, neighborhood committees and other management agencies and service agencies such as power supply, water supply, gas supply, cable TV, postal services and communications, and assist relevant departments in carrying out various tasks.

1. 13 is responsible for approving the daily management funds of the customer service department.

1. 14 is responsible for organizing and coordinating the work arrangements of employees, and for the performance appraisal of employees in the customer service department.

1. 15 Consciously accept the supervision of Party A's company and sales department and adopt reasonable suggestions.

1. 16 accepts the annual and term assessment organized by the general manager of the company and the project department.

1. 17 to complete all the work assigned by the general manager.

2.0 Responsibilities of Customer Service Director

Supervising subordinates: cleaning and greening supervisor/property assistant

Contact department: all departments in project management.

Job responsibilities:

2. 1 Under the leadership of the customer service manager, seriously implement the Regulations on Property Management in Residential Areas and the relevant rules and regulations of the company.

2.2 Make weekly, monthly and annual work plans of customer service department, organize their implementation, and carefully supervise and inspect them.

2.3 Organize the daily meeting, keep abreast of all aspects of information, grasp the work dynamics and difficulties, check, summarize and arrange the work.

2.4 Take the initiative to get familiar with the owner, take the initiative to visit and pay a return visit to the owner, keep close contact with the owner, establish a good relationship, handle and feedback the owner's demands in a timely manner, so as to be "responsive and responsive".

2.5 Actively establish good corporate and business relationships with government administrative agencies such as neighborhood offices, property management offices, public security organs and community service agencies such as power supply, water supply, gas supply, cable TV, postal communication, etc., and do a good job in fulfilling the company's foreign contracts.

2.6 according to the operating procedures and service standards, combined with the actual situation, urge employees to do a good job in greening maintenance, sanitation and cleaning, conduct patrol inspection and spot check in a planned way, and handle problems in time when found.

2.7 To be responsible for organizing and coordinating the work arrangements of the employees in this department, do a good job in unity and cooperation within the department, care about the employees' ideological conditions, conduct planned professional knowledge, professional skills and professional ethics training for the employees in this department, and conduct relevant assessment, so as to continuously improve professional ethics, team awareness, service quality and performance ability.

2.8 actively cooperate with relevant departments to do a good job in the management of the jurisdiction.

2.9 According to the basic situation of group distribution, apartment structure, relevant supporting equipment and facilities in the management area, combined with relevant technical theories, formulate feasible management measures. Put forward practical solutions to difficult problems and coordinate them.

2. 10 Check and supervise daily work and other work assigned by superior leaders, report relevant work progress to customer service manager regularly, sum up experience at any time, and continuously improve management level, work efficiency and quality.

2. 1 1 Plan, organize and implement community cultural activities in time to establish a good image of the company in the eyes of business owners.

3.0 Cleaning and Greening Supervisor's Responsibilities

Report to the superior: customer service manager

Supervisor and subordinate: resident supervisor of cleaning company/greening team.

Job responsibilities:

3. 1 according to the management policy, objectives and tasks of the property management enterprise, formulate the environmental sanitation cleaning plan and organize the specific work of environmental sanitation cleaning.

3.2 Be fully responsible for the arrangement of regional cleaning and hygiene work, make daily inspection records and report to the customer service manager in time.

3.3 Supervise and inspect the service quality of cleaning service providers, be familiar with the contents of relevant contracts (agreements), supervise and inspect the performance, implement the company's management requirements for service providers, and meet the company's work standards.

3.4 Submit the plan for eliminating "four pests" and disinfection in the management area and implement it.

3.5 patrol the management area frequently, check the completion of cleaning tasks in each area and every day, and make corresponding treatment opinions in time according to different situations. Organize personnel to rework in time when finding deficiencies; Found that the health corner, to timely deployment of personnel to be removed.

3.6 According to the provisions of management documents, implement quality inspection frequency, ensure quality inspection, find unqualified problems of service providers, and timely require rectification and verification.

3.7 Be responsible for training cleaning personnel in labor skills, professional knowledge and gfd, so as to improve the overall quality of employees.

3.8 Regularly report relevant information to the property customer service department, listen to relevant suggestions and opinions, and actively improve the work.

3.9 Seriously complete other work assigned by the leaders.

4.0 Responsibilities of Customer Service Assistant

Report to the superior: Director of Customer Service

Job responsibilities:

4. 1 Consciously abide by national laws and regulations, relevant regulations of the municipal government and the company's rules and regulations.

4.2 Be familiar with the rules, regulations and standards related to property management, and understand the basic knowledge of property management.

4.3 Stick to your post, go to work on time, dress neatly and wear work cards.

4.4 Be familiar with the structure, layout, floor, number of units, number of households, pipeline direction, operation methods and switch positions of various equipment in the management area.

4.5 Conduct daily inspections of the management area, maintain the safety, integrity and beauty of public facilities and buildings, and make inspection records.

4.6 Be familiar with the building structure of the management area, regularly check the appearance, safety and perfection of public facilities of the building, and provide regular house repair and maintenance plans.

4.7 Summarize the problems found in the inspection, fill in the maintenance list in time and report it to the developer's engineering department or contact the construction unit and manufacturer for maintenance.

4.8 Strengthen the management of personnel entering and leaving the management area.

4.9 Responsible for patrol inspection of fire control facilities, environmental sanitation, greening and vehicle parking.

4. 10 provides first-class services to business households in a timely, enthusiastic and thoughtful manner, and establishes a good image of the company.

4. 1 1 Cooperate with the leaders of the customer service department to do all kinds of management work, actively put forward ideas, and try to improve the overall level of the management area.

4. 12 property assistants should actively participate in building management and put forward constructive suggestions for the company's development.

4. 13 Earnestly complete other tasks assigned by leaders.

Chapter III Rules and Regulations of Customer Service Department

1.0 attendance management system and regulations of customer service department

1. 1 system

1. 1. 1 The customer service department will assign a special person to be responsible for employee attendance.

1. 1.2 The attendant should strictly abide by the company's attendance system and perform attendance work according to the company's regulations.

1. 1.3 The attendance clerk reports the attendance of his department to the Administration and Personnel Department on 25th of each month.

1. 1.4 Make the shift schedule for next month and send a copy to relevant departments. On-the-job personnel need a copy.

The schedule of 1. 1.5 shall not be changed or replaced at will. If it is necessary to adjust the shift, it should be reported to the superior supervisor for approval in advance. In case of special circumstances, it is necessary to report to the superior supervisor in advance so that he can reschedule his work.

1. 1.6 In case of major legal holidays (such as New Year's Day, Spring Festival, May Day, November Day, etc. ), you should arrange shifts in advance, and the arranged shift schedule should be printed and submitted to the administrative personnel department one week ago.

1. 1.7 If the shift schedule is modified, the relevant departments and personnel shall be notified again and copied to recover the old shift schedule.

1.2 regulation

1.2. 1 The company is on duty in three shifts.

1.2.2 employees should strictly observe the work and rest time.

1.2.3 those who go out temporarily during working hours, whether on business or for personal reasons, must ask for instructions from their immediate superiors before going out.

2.0 Customer Service Conference System

2. 1 system

2. 1. 1 morning meeting system

2. 1. 1. 1 customer service personnel should arrive at their posts 15 minutes in advance, change their work clothes and do a good job of handover. (Non-shuttle employees)

2. 1. 1.2 After the customer service manager reads and signs the handover record, he shall preside over the morning meeting of the department.

2. 1. 1.3 The heads of all customer service departments will raise the problems found the day before, communicate with each other, be coordinated by the customer service manager, and propose solutions at the same time.

2. 1. 1.4 The customer service manager can raise various problems found in the previous day's work and find solutions.

2. 1. 1.5 record the problems that can't be completed, report them to the superior leaders for handling and follow up in time.

2. 1. 1.6 If there is a problem directly directed at the outsourced cleaning company, the customer service manager will communicate.

2. 1. 1.7 Arrange and arrange the work of the day.

2. 1.2 Regular meeting system

2. 1.2. 1 Customer Service Department holds regular departmental meetings every Friday 16: 00.

2. 1.2.2 The regular meeting shall be presided over by the customer service manager.

2. 1.2.3 The purpose of holding the regular meeting is to summarize the work of last week, comprehensively put forward the problems, formulate solutions, and plan and arrange the work of next week.

2. 1.2.4 All employees of customer service department should attend the regular meeting, and those who can't arrive at their posts due to special reasons or shifts should submit or record the information that needs to be reflected in writing in the shift change record book in advance.

2. 1.2.5 The customer service manager conveyed the requirements and decisions of the company leaders at the meeting.

2. 1.2.6 When a regular meeting is held, a special person is required to keep records.

2. The minutes recorded in1.2.7 need to be circulated and signed by all participants.

2. 1.2.8 The minutes of the meeting shall be reported to the general manager of the property for review, and the problems raised at the meeting shall be handled and filed.

2. 1.2.9 All customer service personnel will arrange their work for next week according to the purpose and requirements of the regular meeting.

3.0 Customer Service Office System

3. 1 system

3. 1. 1 Strictly implement the company's attendance system. The working time on the shift schedule refers to the time to go to work or get off work, excluding the time to change clothes and eat.

3. 1.2 stipulates that working tools are needed during working hours, and casual clothes are not allowed in the office area.

3. 1.3 Strictly implement the company's requirements on etiquette, courtesy, words and deeds and various service disciplines within the department.

Law.

3. 1.4 The area under the jurisdiction of the customer service department should be clean and tidy, free of cigarette butts, paper scraps, melon and fruit peels and sputum marks.

Traces, no sundries, no waste stacking, etc.

3. 1.5 Arrange the meal time reasonably, and ensure that someone is on duty during lunch time, and there can be no absence or off-duty phenomenon.

3. 1.6 All employees of customer service department should strictly implement the company's post hygiene responsibility system and personal hygiene system, and develop good hygiene habits.

3. 1.7 Smoking and spitting are strictly prohibited in public places.

3. 1.8 It is forbidden to bring food into the office and eat during working hours.

3. 1.9 tidy up your personal belongings, and put personal office supplies in the desk drawer; Work should be guaranteed.

The countertop is clean and tidy; When you leave, you need to tidy up your office area and clean up your desk.

3. 1. 10 keep a secret. All kinds of data and documents should be filed in time, and should not be placed on the workbench or anywhere else at will to avoid the disclosure of relevant information.

3. 1. 1 1 customer service staff must finish the work assigned by the day before leaving work.