Responsibilities of the manager of property customer service department

Responsibilities of Property Customer Service Manager (Total 12)

In daily life and work, more and more places are exposed to job responsibilities. Any job responsibility is a synthesis of responsibility, power and obligation. How much responsibility should be borne by as much power as possible, and how much responsibility should be fulfilled by as much power as possible. Any separation will cause problems. You have no idea when you draw up your job responsibilities? The following is the job responsibilities of the property customer service manager I collected for you. Welcome everyone to refer to it, I hope I can help you.

Responsibilities of Property Customer Service Manager: 1 1. Familiar with property management and related laws, regulations and policies, as well as all kinds of property management knowledge, and can effectively use it.

2. Actively put forward opinions and suggestions on the work plan of residential property management services.

3. Responsible for receiving the owner and visiting guests, patiently explaining the owner's complaints and handling them in time, with the complaint handling rate reaching 100% and the complaint return visit rate reaching 100%.

4. Establish a close and friendly relationship with the owners, be familiar with the owners of the community, actively communicate with the owners, and visit the owners regularly.

5. Reflect the owner's opinions and suggestions to the project manager in time, and submit the proposal of the community owner on a regular basis.

6. Be familiar with the structure and management requirements of residential houses and various public facilities, and meet the reasonable requirements of the owners in time.

7. Do a good job of owner (user) check-in, establish owner (user) files, sign relevant management agreements, cooperate with engineering department to supervise decoration, organize acceptance after decoration, and establish owner (user) engineering files.

8. Be responsible for answering the owner's call for repair, carefully record it, quickly convey it to relevant departments, and pay a return visit to the owner in time.

9. Do a good job in compiling the list of property management fees, public * * * assessed fees and special service fees, do a good job in collecting them, and properly explain the related issues raised by the owners.

10. Complete other tasks assigned by the leaders.

Responsibilities of Manager of Property Customer Service Department 2 1. Regularly report the work of the department to the management office manager and make suggestions or opinions;

2. Strengthen communication with other departments and cooperate with each other to achieve the company's * * * management objectives;

3. Guide, supervise and assess the work of subordinate employees, and deal with work problems within the scope of their functions and powers;

4. Do a good job in the follow-up work of the owner's repossession, decoration, delivery and missed repair projects after repossession;

5. Supervise the renovation works of the owners and tenants, deal with illegal operations in time, and make daily work records;

6. Keep close contact with residents/owners, solicit users' opinions and suggestions regularly, and organize a survey and evaluation of users' opinions every six months;

7. Be familiar with the charging standards and calculation methods of management fees, utilities and paid services, and be responsible for organizing the collection, recording and billing of various fees;

Responsibilities of Manager of Property Customer Service Department 3 1. Assist the property manager to formulate the work plan and operation process of the customer service department and improve the various systems of the customer service department;

2. Supervise the employees of this department to abide by various rules and regulations, reasonably arrange the work of customer service department, check the work of each post of this department, and keep the work order of the property service center normal and orderly;

3, supervise the collection of property management fees (water, electricity, coal costs), and check the collection with the financial situation;

4. Handling and reporting major complaints;

5. Visit the owners or customers regularly, and complete the satisfaction survey, visitor report and other related work;

6. Assist the property manager in the daily management of the property service department;

7, do a good job of uploading and distributing, coordinate the relationship between headquarters and ministries, and ensure the normal development of the work of this department;

8. Complete other tasks assigned by the property manager.

Responsibilities of Manager of Property Customer Service Department 4 1. Assist in the promotion and dissemination of customer service concept and project customer service supervision;

2. Assist and promote activities related to customer relationship maintenance;

3. Collect and subdivide customer feedback information, summarize and give feedback in time, and assist the window service department in service quality management;

4. Assist customers in risk prevention, complaint management and handling;

5. Assist in handling various emergencies of the project;

6. Complete other tasks assigned by superior leaders.

Responsibilities of Manager of Property Customer Service Department 5 1. Responsible for the daily affairs management of customer service department, check and supervise the quality of customer service and improve the service level;

2. Grasp the tenants' situation, organize and solve tenants' complaints in time, and be responsible for arranging relevant return visits;

3. Follow-up of property services such as engineering maintenance and timely feedback of information;

4. Grasp the payment of property fees and rents. And organize the payment of expenses in time.

Responsibilities of Manager of Property Customer Service Department 6 1. Overall responsible for the organization, arrangement and quality management improvement of customer service for high-end residential projects;

2. Responsible for the development and maintenance of customer relationship and the handling of various complaints;

3. Responsible for the customer's return visit and the overall management of service satisfaction;

4. Responsible for the collection and management of property fees;

5. Be responsible for the training, use, management and care of customer service personnel;

Job responsibilities of the manager of the property customer service department 7 I. Job responsibilities

1. Be responsible for the owner's check-in procedures and related decoration procedures, and be responsible for the arrangement and custody of the owner's data files and park keys;

2. Be responsible for the reception, registration and guidance of visitors who enter the company office, and keep irrelevant personnel, door-to-door salesmen and unreasonable people out of the door or assist relevant personnel to deal with them;

3. Be responsible for sending, receiving and forwarding company mails, parcels and newspapers; Responsible for communication and coordination with relevant departments,

4. Be responsible for answering the phone call of the owner's visit or maintenance, and make records and communication. Do a good job in sorting out the owner's application for repair and scheduling the maintenance work, and be responsible for all kinds of maintenance complaints and return visits to the maintenance situation;

5. Responsible for printing company documents and assisting in copying;

6. Be responsible for the management of newspaper subscription and mail distribution, and assist the reception of visiting guests and the logistics of company meetings;

8. Be responsible for collecting all the company's mails, parcels, newspapers and materials, registering them and handing them over to the superior leaders for handling;

7. Answer the phone within three rings. If you answer the phone after it rings more than three times, you should say, "Sorry, I just walked away. What can I do for you? " ;

8. When answering the phone, say in a standard tone: "Hello, Donghu New Town Property! What can I do for you? " Or "Hello, East Lake New Town Property Front Desk! What can I do for you? " ;

9. The caller's request must be written down in time. If you need to convey it to others, you need to write down the calling time, caller's name, reason, room number and related matters;

10. Pay attention to etiquette when answering the phone: handle with care, handle with care, use Mandarin when answering the phone, keep a natural, decent and generous image, don't tilt, don't eat with your mouth, don't tilt back and forth, control your tone when speaking, don't be too loud, and remind other staff not to make noise when answering the phone;

1 1. Try to make a long story short when you answer the phone. If any guest complains about the phone, he is responsible for sorting out the owner's complaints, answering and handling them. If it is necessary to calm down, be patient. In case of important complaints, the person in charge of relevant departments shall be informed in time;

12. During working hours, personal calls and voice calls are not allowed without special reasons, and personal calls should not be answered for more than three minutes;

13. Don't hang up before the caller (except personal calls); Before completing the telephone conversation, employees must ask the guests if they have other needs and say "thank you" or "goodbye" at the end of the telephone conversation;

14. The front desk can only receive people to sit down, and other people are not allowed to enter the front desk. Company personnel are not allowed to gather at the front desk to chat. If you need to discuss official business, you can enter the front desk, but it shall not exceed ten minutes. If it takes more than ten minutes, it should be changed to other offices;

15. Do a good job in cleaning the front desk, including keeping the whole front desk and office area neat and clean, free of dust and stains, and regularly do a good job in daily health maintenance of the reception hall; Keep the front desk clean and tidy, and don't put anything except company leaflets, personal teacups, desk calendars and potted flowers. Don't pile up food and sundries. Don't eat food at the front desk;

16. The daily work is mainly reception at the front desk, supplemented by copying and printing;

17. You must master the use of photocopiers, fax machines and shredders, and use Excel to make tables, Word documents and simple formulas; When leaving, you must explain to the direct leader, who will arrange personnel at the front desk;

18. Important events should be reported to the direct leader in time;

19. When the company needs to conduct training or hold a meeting, it must arrive at the site 15 minutes and hours in advance, assist in all the preparations, and must not be absent without reason;

20. Be familiar with the owner's occupancy process and matters needing attention; Familiar with the preliminary property service agreement of Donghu New Town, the owner's manual of Donghu New Town, the house decoration management agreement of Donghu New Town, the notice for owners of Donghu New Town, and understand the relevant laws and regulations of property;

2 1. Complete other tasks assigned by superior leaders.

Second, the specific requirements of the work

1. You must be on duty during working hours. If you need to go out on business, you can leave your post with the approval of your direct leader. When going out, the direct leader will arrange the reception at the front desk, and must ensure that there are no vacant positions at the front desk. Reception personnel are not allowed to go out and leave their posts for personal reasons. If there are special circumstances, she can leave her post after asking the superior leader for approval.

The company has a visiting guest, and the guest walks to the front desk within one meter. The receptionist must stand up, smile and say polite words;

When the guests make personal requests, the receptionist must listen carefully and take notes when necessary. In case of complaints that cannot be handled, please wait a moment and ask the person in charge of the relevant department to solve them;

When the visitor asks to see the company leader, the receptionist should ask if there is an appointment. And ask visitors to register well, and then call the employees they are looking for to ask if they have brought them in. If you need to bring it in at once, lead the way before you leave. If you need to bring it in later, please sit in the reception room, pour water for the guests and ask them to wait a moment. When you bring it in, take the guest into the leadership office and then pour water for the guest. (seven points full);

5. If the visitor doesn't listen to the request in an emergency and wants to break into the office, call the security guard or other personnel in the office to help intercept it;

6. When the guest leaves, stand up and smile, "Welcome to come again next time". Clean the reception area in time after the guests leave;

Third, gfd requires

1. You must wear company tooling, badges or company badges to work and keep them clean and tidy;

2. Don't wear off-the-shoulder clothes, suspenders and other informal clothes to work. Don't wear slippers or slippers-like leather shoes to work. The hem of the skirt should not be less than three centimeters below the knee. Do not wear "three legs";

3. Wear light makeup during working hours, keep your hair clean and tidy, and there shall be no dandruff. No long hair, no shoulder-length hair, long hair neatly combed and coiled; Don't dye strange hair color;

4. Cut your nails often, keep them clean, leave no long nails, do not apply nail polish, and do not have black objects under your nails;

5. Keep your breath fresh and natural without peculiar smell.

6. Don't wear ornaments except rings;

7. Maintain good standing posture, sitting posture and walking posture. Stand with your chest out and your shoulders in. Don't lean back, shake your head and look around when you are sitting. When walking, on the basis of standing posture, move forward horizontally, steadily and moderately, and don't run in the community without emergency;

8. Don't manicure, pick your teeth, pick your nose, burp, stretch, sing, hum or make up in front of guests.

Fourth, politeness.

1. Hospitality should be natural, generous, steady, warm and polite, skillfully use the "eleven-character" polite expressions, serve with a smile, and use honorifics well. Do it: greet the guests, address them, thank them for leaving, and apologize for the mistakes at work. Don't judge people by their skin color, race, beliefs, clothes and looks;

2. Take the initiative to give way when meeting guests, and don't take the initiative to shake hands when meeting guests, especially female guests. If guests reach out and shake hands first, they should smile and shake hands. When shaking hands, the posture should be correct, the waist should be straight, the upper body should lean forward slightly, and the strength should not be great. You shouldn't shake hands with guests with your left hand.

When talking with guests, you should stand up straight and be polite, don't look around and bow your head. Listen carefully to the guests, don't grab words with them, don't interrupt, don't argue with them, don't argue irrationally, speak with moderation, gentle tone and elegant language;

4. Don't ask the age of the guests, especially the female guests. Don't ask the guest's resume, salary, clothing price. Don't look around and don't whisper to people wearing strange clothes. Non-discrimination, enthusiastic help and thoughtful service for people with disabilities or physical defects;

5. Don't be too casual and affectionate to visitors, don't pat on the back, don't laugh at visitors' carelessness, and don't point fingers at visitors.

Responsibilities of Manager of Property Customer Service Department 8 Responsibilities:

1. Ability to lead, supervise, review, evaluate and modify property management functions and work;

2. Implement government regulations, decrees and property management conventions, and maintain good relations with relevant departments;

3. Formulate the annual property management budget of the project, and manage the service quality, operation management process and normal financial operation of the daily property;

4, properly handle all kinds of emergencies and emergencies;

5. Responsible for the acceptance of buildings, facilities and equipment and the maintenance of equipment and facilities, and arrange various maintenance projects and professional bidding;

6. Supervise the operation of project assets (such as clubs, parking spaces and houses, etc.). );

7. Responsible for coordinating and managing the greening, security and other related work of outsourcing companies;

8. Be responsible for handling complaints from the owners, maintaining the environmental sanitation of the community and maintaining public order.

9. The property service center should carefully verify all kinds of safety accidents and hidden dangers, distinguish responsibilities and put forward suggestions.

Requirements:

1, college degree or above, 5 years working experience in the same industry; And have worked in a management position for more than three years;

2. Be able to organize and coordinate the property management work and help to enhance the brand awareness of the project;

3. Calm and have good communication and coordination skills and emergency handling ability;

4. Good image, strong sense of service, strong sense of responsibility and proactive work;

5. Holders of property management certificate are preferred.

Responsibilities of Manager of Property Customer Service Department 9 1. Check, supervise and evaluate the daily work of customer service, and arrange relevant temporary tasks;

2. Make a monthly work plan, check the weekly and monthly work implementation of the Safety Management Department, and make inspection and assessment records;

3. Check and supervise the customer service work, and make inspection records;

4, responsible for dealing with the difficult problems encountered in the customer service reception work, can not be solved in a timely manner to report to the assistant manager of the lobby or management office manager;

5. Regularly and irregularly inspect and supervise the work of the personnel on duty;

Responsibilities of Property Customer Service Manager: 10 1. Responsible for supervising the implementation of the temporary management agreement, user manual, preliminary property service agreement and decoration manual.

2. Assist the superior to prepare and modify the project property management documents, and formulate management objectives and service standards; Compile and modify service standards and rules and regulations for security, customer service, environment and greening, engineering, etc., and supervise their implementation.

3. According to the service standard, select the appropriate outsourcing unit, implement the daily cleaning, greening and pest control of the project, and evaluate and supervise the service quality of the outsourcing unit.

4. Be responsible for the daily operation and management of the business households in the area under its jurisdiction, and urge the team members to handle it in time and make feedback and return visits; Responsible for receiving and handling the daily complaints of operators, regularly organizing detailed satisfaction surveys of operators, and constantly improving service quality.

5. Coordinate customer service, security, cleaning, engineering and other work within the department, form a linkage mechanism, and quickly respond to various businesses and emergencies within the jurisdiction.

6, responsible for docking with real estate companies, complete the transfer of all kinds of data of the project, and improve the management of all kinds of files in the property service center.

Responsibilities of the property customer service manager 1 1 1, responsible for managing the daily communication, complaint handling and relationship maintenance of residents in the jurisdiction;

2. Be responsible for integrating and coordinating relevant resources within the project and providing value-added services;

3. Responsible for the collection of property fees in the management area;

4. Responsible for the development, guidance, organization and coordination of volunteer teams in the management area.

Responsibilities of Property Customer Service Manager: 12 1. Responsible for editing, reviewing and distributing the daily property management forms of park tenants, including water and electricity management forms, distribution forms, decoration construction forms, etc.

2. Maintain a good relationship with customers, timely feedback the problems existing in the work and the places where the service can be improved, and improve the overall customer service quality;

3. Be responsible for docking the management fees and other expenses of the park tenants;

4 responsible for the supervision of public health and greening in the park, and create a beautiful atmosphere in the park.

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