Responsibilities and contents of customer service department

Job responsibilities and contents of customer service department 1 1. Familiar with the basic background operation of the experimental platform, and communicate with customers as needed to complete various matters that need background operation.

2. Actively learn the corresponding operational knowledge and provide customers with satisfactory answers from a professional perspective;

3. Responsible for answering 400 customer service calls and answering inquiries;

4. Responsible for customer service coordination and product after-sales treatment;

5. Coordinate the contact and cooperation between customer service department and other departments;

6, visit customers regularly, responsible for communication and solve the problem of customer feedback, cooperate with relevant departments to do a good job in customer service,

Responsibilities and work contents of customer service department 2 1. Responsible for the reception, docking, handling, tracking and return visit of customer complaints in the process of signing, handing over the building and living;

2. Responsible for the explanation, communication and coordination of the docking between government functional departments and the media when customers disagree;

3. Be responsible for risk early warning, customer communication, objection negotiation and written confirmation. Design changes, white drawings/field objections, contract omissions, etc.

4. Be responsible for collecting customers' opinions and investigating customers' objections, and regularly follow up and sort out customers' emotions in online forums;

5. Be responsible for risk assessment, consultation and implementation of centralized design and construction improvement before and after delivery;

6. According to the statistics of customer complaints, feedback customers' opinions on product quality, design and construction to the company and relevant departments, and put forward relevant improvement suggestions;

7. Submit the post-delivery evaluation report 1 month after the project delivery;

8, according to the project owner signing time or delivery time, the implementation of quasi-grinding stable old owner satisfaction survey, submit the "customer satisfaction survey report";

9, the project whole cycle risk prevention and control work;

10, project public opinion handling and follow-up,

Responsibilities and contents of Customer Service Department 3 1, daily management of the department, and regular meetings of the department;

2. Collect vip customer information and survey data to provide necessary reference for the company's decision-making;

3. Strengthen the training and work guidance of the front desk, switchboard and broadcasting posts, and urge subordinates to do a good job in various services;

4. On the basis of implementing the vip manual of the Group, maintain vip management that conforms to the characteristics of the store and guide the vip service management of the store;

5. Develop and maintain vip members and manage the use of membership cards;

6. Manage vip member services in the store, plan vip member activities, and seek cooperation from external business alliances;

7. Be responsible for the quality management of goods in the store, conduct documentary review of suppliers' entry according to the group management process, be responsible for the inspection and assessment of goods quality, and comprehensively monitor the qualified rate of goods quality;

8. Responsible for receiving customers' visits, assisting business departments to handle major customer complaints, and following up the complaints transferred from 400 groups. For major complaints that cannot be solved in the store, contact the superior industrial and commercial department to accept and solve them and follow them up in real time;

9. Be responsible for the collection and filing of store contracts, manage the safety and accuracy of contracts, and cooperate with the inspection of the Group;

10, formulate the work plan of department personnel, and organize the implementation of daily training and performance appraisal management;

1 1, responsible for the maintenance and management of customer service facilities and vip prizes;

12, be familiar with and implement the emergency plan of the mall, be responsible for reporting the on-site accidents in time, and ask all relevant departments to take photos and save the on-site data;

13, responsible for the relationship maintenance of local government functional departments such as the local Ministry of Commerce, the Industrial and Commercial Bureau, the Quality Inspection Bureau, the Consumer Protection Committee, and the inspection agency; Cooperate with various tasks and activities carried out or arranged by local government functional departments or agencies;

Responsibilities and contents of customer service department 4 1, responsible for the investigation and damage determination of personal injury cases.

2, responsible for the re investigation of major and difficult cases, and put forward the investigation opinions and report.

3. Assist in mediation, litigation and recovery of cases.

4. Be responsible for tracking and cleaning up outstanding cases.

5, responsible for completing other work assigned by the leadership.

Responsibilities and contents of customer service department 5 1. Provide fast, accurate and professional consultation and service for customers' problems, and make statistical analysis.

2. The whole process of handling general customer complaints and following up complaints.

3. Participate in various trainings organized by departments and update business knowledge in time.

4, responsible for dealing with information exchange with merchants.

5. Statistical analysis of data

6. According to the arrangement, complete the customer return visit and other outgoing calls.

7. Complete other tasks assigned by superiors.

Responsibilities and contents of customer service department 6 1. Be responsible for formulating customer maintenance principles and standards, and assist in formulating standard customer maintenance workflow specifications.

2. Responsible for managing the operation of various service items of the customer service department.

3. Be responsible for the training, encouragement, evaluation and examination of customer service department.

4. Responsible for the statistical analysis and management of enterprise customer resources.

5. Be responsible for paying regular return visits to the customers served according to the classification management regulations.

6. According to the relevant requirements of the customer service department, be responsible for maintaining the customer relationship with the customers served.

7. Responsible for supervising the handling process of customer complaints and service quality opinions, and feeding back the results.

8. Be responsible for the reception management of key customers and maintain long-term communication and cooperation with them.

9. Responsible for coordinating and maintaining the relationship between the customer service department and other departments of the enterprise.

10, responsible for reception management in the front office.

1 1, timely review and improve the rules and regulations and work specifications of the department;

12, responsible for creating communication opportunities for senior leaders of enterprises.

13. Complete other tasks assigned by the leaders.