Matters needing attention of property management customer service assistant

The operation and management of the comprehensive property management service itself needs professional and efficient customer service personnel to guarantee it. Professional service personnel and scientific and reasonable service structure can promote management enterprises to better adapt to market operation and ensure that management enterprises are in a good operating state.

Second, the setting principles of customer service organization structure, its operation relationship and function.

Organizational structure of customer service department

Different types of properties have different service forms and contents. In the process of planning and setting up organizational structure, management enterprises should comprehensively serve the management characteristics of property and profitable property, and make a detailed summary and evaluation. The setting should follow the principles of service first, pragmatic and efficient, and management in service.

The basic structure is as follows:

Customer service manager/supervisor

Reception Commissioner

Service Commissioner

high commissioner

Explain the organizational structure of customer service department.

The above-mentioned framework is a common form adopted by various management enterprises at present. The organizational structure pays attention to the function effect, which embodies the three functions of management service and reception. When the management enterprises allocate specific personnel according to the structure, they can make corresponding supplements at the second level (or below) of the structure according to the scale, type and use conditions of the building. For example, under the framework of high Commissioner, inspector and leasing. ; Business, lobby, front desk reception, etc. Attached to the framework of receiving experts; Under the service specialist structure, there are clubs, vehicle management administrators and so on.

Third, the function of customer service department.

As a property management service area, the management office is actually a reciprocating manufacturing center for intangible products. Since it is a product production unit, from the management point of view, it is necessary to have a production command and dispatch center to organize, command, coordinate and control the whole production process of products. Customer service department is the production command and dispatch center of service-oriented product production units.

The customer service department is the core of the organizational structure of the management office. 80% of the daily service work of the management office is completed by the customer service department. The manager and director of the management office are the first responsible persons of the customer service department, so we should pay more attention to the management, daily service, performance appraisal and business supervision of the management office.

Fourth, job responsibilities

1, purpose and scope

Standardize the operation of customer service department and provide standardized and thoughtful property services for business households; Show the company's window image and excellent management service level. Ensure that the operation of customer service conforms to the company's quality management regulations (or agreed contracts).

2. Responsibility

(1) Manager and Supervisor of Customer Service Department:

Be fully responsible for and control the operation quality of each work unit within the framework system and the standardization and quality of external services. Handle customer information or assist resident manager to handle all matters related to the department. According to the company management outline, cooperate with the resident manager to prepare/revise the operating procedures of customer service department; Strictly organize and plan the collection of property service fees to ensure the collection rate of property service fees stipulated by the company. According to the requirements of professional standards, the staff of each work unit within the framework system shall be trained accordingly.

(2) The High Commissioner:

Implement the operating procedures of customer service department. Responsible for the collection of operation related data in the department; Monitor the service quality in the stagnation area. Assist the immediate superior (customer service manager and supervisor) to process and summarize customer information and engage in the collection of property service fees; Plan and implement annual activities and customer interactions.

(3) Reception Commissioner:

Implement the operating procedures of customer service department. Responsible for the service hotline; Repair; Complain/praise; Receive or arrange customer information, such as visiting reception (or guidance). Assist in collecting property service fees.

(4) Service Commissioner:

Implement the operating procedures of customer service department. Responsible for the operation and realization of life service content.

3. Job requirements

(1) Under the direct leadership of the head of customer service department, engage in the daily work of customer service and provide satisfactory and standardized management services for business households.

(2) Abide by the rules and regulations and code of conduct formulated by the company, pay attention to principles, be polite to others and serve with a smile. Keep the office reception environment clean and orderly.

(3) Strictly abide by the operating procedures, fulfill their duties, handle affairs impartially, and do not practice favoritism.

(4) to accept the special services required by the business households, the charging standards shall be stated, carefully checked and registered. And timely convey it to relevant departments for organization and implementation.

Verb (abbreviation of verb) Departments involved in reception service and their division of responsibilities.

Reception service means that there is a special person who is responsible for receiving the consultation and complaints of business operators, providing all kinds of property services, collecting management fees and accepting repairs. Therefore, the reception service involves every department of the management office, and the customer service department is the main responsible department. Engineering, security, cleaning, greening and other departments also need to cooperate with the above departments to do specific work.

The customer service department, as the window of enterprise users, is responsible for recording all incoming calls and handing them over to relevant departments for follow-up treatment. At the same time, the receptionist is responsible for tracking the follow-up situation and making a return visit in time. The customer service supervisor should check the reception work at the front desk every day and consult relevant records; Summarize the unfinished matters of this week regularly every week, report to the resident manager, and fully coordinate with the department responsible for follow-up to track the follow-up situation.

The engineering department is responsible for completing the maintenance report and feeding back the maintenance progress to the customer service department in time.

Security, cleaning, greening and other departments, after receiving the operator's request transferred from the front desk, meet the operator's requirements quickly and with high quality according to the operation flow of each work, and feedback the progress to the customer service department in time, so that the customer service personnel can communicate smoothly with the operator.

The resident manager is responsible for the daily inspection and guidance of the work, and coordinate with relevant departments in time when problems are found.

Six, business reception service management

1, information record

The information reflected by the reception staff of the management office to the business households and the progress of subsequent treatment shall be recorded in detail and accurately, and the information of the reception staff and the handling personnel shall be recorded.

The specific requirements for information recording are as follows:

Home phone calls reflect a wide range of issues, including complaints, praises, suggestions and needs. No matter what kind of reflection matters, the front desk staff should record it in detail and correctly as required. After the operator reports the situation, the front desk personnel should check with the operator for confirmation.

2. Ensure timely and effective supervision by the competent personnel.

In order to ensure that every item reflected by the business households can be truly solved and give them a satisfactory answer, the competent personnel should consult relevant statements and documents every day, solve problems in time when they are found, and effectively supervise the work of the reception staff. The supervisor should sort out and summarize the complaints that have not been handled for a period of time (such as one week) separately, and focus on follow-up.

Establish a complete file management

According to the characteristics of the property, the management office should establish corresponding files for the owners or tenants of each property according to the method of one household and one file.

Seven, operator maintenance management

1, the main link of maintenance management

Customer service personnel are responsible for receiving maintenance reports, filling in maintenance orders and dispatching orders.

The engineer is responsible for the maintenance, and after the maintenance, the maintenance list will be returned to the front desk.

The cashier is responsible for recording the relevant income and costs.

The resident manager and the heads of various functional departments are responsible for the daily inspection, supervision and guidance of this work.

Fill in the maintenance order

Please follow the use method and process of the repair order for the specific repair order.

Management of maintenance files

The repair order must have a serial number. Because this is the record of each maintenance report, there is a time sequence. Records must be coherent, otherwise they will lose their meaning. Once it is invalidated, it must be retained and the reasons must be explained. In this way, the supervisor can know what happened in the maintenance process that day from the maintenance list, which is more convenient to find.

The maintenance order is divided into three copies, the first of which needs to be handed over to the business person in charge after maintenance, and the second and third copies are kept and filed by the engineering department and customer service department respectively after maintenance, so that the department person in charge can check it the next day.

VIII. Non-repair matters.

Such matters cover a wide range, including complaints, praises, suggestions, needs and so on. No matter what kind of reaction it is, it must be recorded correctly.

Residents can report the situation to the management office in person or by telephone. The receptionist needs to analyze the types of events reflected by residents. If the management office needs to provide established services (such as indoor cleaning, water ordering, etc.). ), the receptionist should follow the service process of the corresponding service project and make a written record according to the provisions of the corresponding service process.

In addition, other special needs, complaints and suggestions. Among the residents, the front desk receptionist of the management office also needs to make written records and fill in the daily household reception form.

In case of major problems, the customer service supervisor should, in principle, seek assistance or follow-up from other departments by filling out the work meeting form.