How to be a good customer service center administrator

1. Be responsible for the reception, order arrangement, follow-up and return visit of residents' check-in, decoration procedures, maintenance of residents' houses and facilities, public facilities and other projects. Two, responsible for handling household complaints and daily household contact, communication and coordination. Three, responsible for the deputy director of the following personnel recruitment and training of specific work. Four, organize cultural and recreational activities on a regular basis, enrich the cultural life of the community and enhance the cohesion of the community. Five, according to the Municipal Price Bureau announced the charging standards and related management regulations, timely notify the owners and users to collect and supervise the relevant property management fees, and according to the relevant data provided by the planning and financial departments to announce the income and expenditure. Six, responsible for the inspection and supervision of the work of various departments of the management office. Seven, responsible for internal administrative affairs and document management. Eight, under the guidance of the company's functional departments, to carry out various paid services. (1) Handle the check-in service formalities for the owner ① Verify the customer information: the owner himself handles: the owner's ID card, occupancy notice and house sales contract; The owner entrusts others to handle it on his behalf: in addition to the above information, the client's ID card and power of attorney are also required; Unit purchase: in addition to the above information office, unit certificate and personal identity certificate are also needed. 2 Fill in the information or sign an agreement: fill in the household registration form; Sign relevant regulations or agreements. ③ Distribute items and confirm: house key, household registration book and house water and electricity diagram ④ Charge: property management fee. ⑤ house acceptance and rectification: maintenance professionals carry relevant documents to guide the owners (residents) to accept one by one according to the House Quality Acceptance Registration Form; Check the base of water meter, electricity meter and gas meter, and confirm with * * * *; Quality problems are recorded in the House Quality Acceptance Registration Form, and the customer service center fills in the Owner's Maintenance Processing Registration Form (Maintenance Work Order) accordingly, and the maintenance department or management office assists the developer to repair the project quality problems; After the maintenance department passes the re-inspection, the customer service center will contact the owner in time to confirm the re-inspection time, and notify the maintenance department to accompany the owner for re-inspection at the appointed time; If it is qualified, please ask the owner (resident) to sign the "Owner's Maintenance Registration Form (Maintenance Work Order)" for confirmation. ⑥ House custody: sign a custody agreement; Check the readings of water meter and electric meter, and the water meter shall not exceed 5? 0? 2. The meter shall not exceed 20? 0? 2; The property management fee is charged at 70% of the total amount. Arrange personnel to conduct outdoor inspections on the trusteeship room every week and before and after heavy rain, and handle the problems in time and notify the owner. ⑦ Data archiving: occupancy notice, copy of owner's ID card, copy of client's ID card, unit certificate, household registration book and agreement. 2. Daily maintenance, telephone call, payment of property management fee and reception (1): Listen carefully to customers' intentions and answer their questions in detail; For professional questions, please make detailed records first, and give a reply at the appointed time after consulting relevant professionals; Those who come to contact public servants should be received by their counterparts; For residents, businesses and units in the community to move goods out or out of the community, customers should be required to go through the formalities of goods release, and the release form should be submitted to the post security office for verification before leaving the community. (2) Telephone answering: Listen carefully to the customer's telephone content. Answer the questions raised by customers in detail; For professional questions, please make detailed records first, and give a reply at the appointed time after consulting relevant professionals; Official call, please wait a moment, please answer. (3) Reception of maintenance application: ① Ask the customer's name, address, contact information, maintenance application content, convenient maintenance time, etc. Check it carefully and record it in the work log of the customer service center. (2) According to the repair content and warranty period, record the customer's repair content in the Owner's Paid Service Registration Form or the Owner's Repair Registration Form (repair order) and input it into the computer. (3) Inform the maintenance personnel in time to bring a single home maintenance service at the appointed time. (4) The customer service center pays a return visit in time according to the Owner's Registration Form for Repairing Paid Services or the Owner's Registration Form for Repairing Repairs (repair order), and makes a monthly summary, statistics and analysis. The return visit handling rate of maintenance service reaches 100%. It is a return visit within 2 days after the maintenance of safety facilities; Pay a return visit within 3 days after the leakage test of housing leakage engineering maintenance; Visit other maintenance projects within 2 days. Inform the maintenance personnel to rectify the problems found in the return visit. (4) Payment of property management fee and agency fee: ① Check the owner's information: owner's name, address, paid fee, payable month and corresponding fee, and ask the other party to confirm. (2) Charge: Charge fees and issue charge bills. (3) On-site collection: For the residents who make an appointment to collect fees, the name of the other party, the owner's name, address, on-site service time and fees should be confirmed first; Carry the opened bills and collect the property management fee and agency fee at the appointed time. (4) Dunning fee: for the owners who fail to pay the fee due, make statistics in time, find out the reasons and take different measures. Call or text to remind the other party of the cost, time, time limit, etc. ; Owners who have not paid within three months after telephone notification will send a formal reminder letter to the other party by express mail; For owners who live in the community for a long time without paying fees, they can call home to remind them; For owners who refuse to pay for a long time without reason and with particularly bad nature, they can be dealt with through legal channels. 3. Owner's decoration reception (1) Verify the owner's identity: check the ID card; If the owner entrusts others to act as an agent, it is necessary to provide the power of attorney and the trustee's ID card, and deposit a copy of the trustee's ID card together with the power of attorney in the household administration file. (2) Filing: reiterate the renovation time and prohibited items to the owner and the construction team, sign the renovation agreement, and review the renovation plan; Involving the demolition of the main structure and obviously increasing the load, the applicant needs to apply to the real estate administrative department where the house is located. (3) Certification: issue decoration construction permits and temporary passes to construction personnel, and make records. (4) Charge: transportation fee for decoration garbage. (5) Data archiving: the power of attorney, the copy of the trustee's ID card, the renovation agreement, and the main structure of the demolition have been approved by the real estate authorities. (6) Notification: Notify the maintenance department and security department of the decoration user, and monitor and manage the decoration process. 4. Complaint acceptance (1) follows the operation mechanism of "constant care center", the principles of "being meticulous, fair and just, seeking truth from facts and being reasonable according to law", and the principles of "being polite, optimistic, enthusiastic, friendly, patient and equal" in national laws, local regulations, industry regulations, owners' convention and household handbook. Express gratitude and apology in time and give appropriate comfort. It is forbidden to argue or quarrel with residents. (2) Complaints about the house and its ancillary facilities shall be handled in accordance with the relevant workflow and division of responsibilities of the "Hengtuo Center"; If the property company is at fault or responsible, it should apologize to the residents, get an understanding, listen carefully to the opinions of the residents, negotiate treatment methods, meet the reasonable requirements of the residents and deal with them as soon as possible; For the responsibilities of residents or neighbors, we should explain the situation to residents and do a good job in coordination; Engineering, public security and other issues are the responsibility of all parties, and the heads of relevant departments should be informed to the scene in time to discuss solutions and take effective remedial measures to control the development of the situation and stabilize the residents. (3) In case of emotional residents, try to appease them. If it is difficult to calm down or catch them at the moment, contact the supervisor in time and ask them to receive them alone in the independent negotiation room to avoid staying in the reception area for a long time. (4) Fully grasp the cause, process and result of the incident, and handle and remedy it in time. Can not be dealt with immediately, explain the reasons to the residents, and report to the superior in time; Initially formulate one or several remedial plans, including settlement fees, so as to be aware of them. (5) Submit major complaints that seriously affect residents' daily life and safety, damage the company's image and cause adverse effects to the management office director for handling, and give residents a clear answer within 2 days, and solve them within 10 day; For important complaints involving management and service errors, they should be handed over to the head of the department for handling within reception 1 hour, and be handled within 3 days; For individual incidents and minor complaints of individual personnel, they should be resolved within 2 days or within the time limit required by residents. (6) Internal workflow of complaint handling: ① Follow the relevant workflow and division of responsibilities of the linkage mechanism of "Constant Care Center". (2) The reception station of "Constant Care Center" records, classifies and centralizes the complaints, and quickly transmits them to relevant departments. The person directly responsible of the relevant department will get in touch with the customer at the first time, coordinate and deal with it quickly after further clarifying the reasons, and inform the complaint receiver of the relevant information in time, and the complaint receiver will record it in detail and inform the complainant of the complaint handling result on the same day; You can notify by phone or in person. (3) For incidents that are causing damage to residents, measures should be taken immediately to stop or recover the damage before handling them. (4) For invalid complaints, in the attitude of serving residents, try to provide convenience for residents. ⑤ Other forms of complaints (such as letters) shall be handled with reference to the complaint procedures for letters and visits. 5. Take a return visit (1), and the treatment rate of maintenance service return visit reaches 100%. Return visit within 2 days after the maintenance of safety facilities; House leakage engineering maintenance, return visit within 3 days after leakage test; Visit other maintenance projects within 2 days. A return visit can be made at home or by phone. Inform the maintenance personnel to rectify the problems found in the return visit. (2) According to the visit plan, the supervisor of the customer service center arranges relevant personnel to visit or contact the owners and residents by telephone; Distribute the owner's opinion questionnaire every year, consult the owner's opinion, collect it in time, make statistical analysis and report it to the director of management office. (3) When talking with the owners and tenants or understanding the situation, the attitude should be warm and gentle, and the conversation should be work-centered. When expressing some opinions, explain patiently and clarify the reasons and basis of things. After the return visit, you should thank each other for their support and cooperation. Offer to leave, thank each other again at the door, and take the initiative to close the door for the residents. (4) Record the return visit record in detail on the corresponding format table, record the handling opinions and results, and report to the supervisor of the customer service center. (5) Summarize the return visit records at the end of each month and make statistical analysis. If there are many similar problems, write a statistical analysis report, which will be reviewed in writing by the supervisor of customer service center and submitted to the director of management office. 6. Community cultural activities (1) Make full use of the existing bulletin boards, central squares, clubs, entertainment centers, tennis courts (basketball courts), gyms, libraries and other hardware facilities to carry out various community cultural activities. (2) Publicity column: publicize policies and regulations related to property management, community dynamics, etc. , and advocate the owner to establish * * * management. Replace it every two weeks. (3) Cultural activities: Organize various meaningful and distinctive cultural activities according to seasons, festivals and special anniversaries. (4) Make an activity plan: determine the activity theme, activity items, expenses, location, time, participants, number of people, activity process, relevant department personnel to be cooperated, prizes, etc. (5) Venue layout: The customer service center will jointly arrange the venue in advance with the maintenance department, security department and environment department. (6) Division of labor: define the personnel in each position and the corresponding division of responsibilities, and prepare the required resources. (7) Archiving: recording, photographing and videotaping various community cultural activities, and archiving and preservation. V. Convenience service and entrusted service 1. Announce convenience service projects to owners and residents. 2. The customer service center receives the owners or residents who need to provide convenience services according to the reception procedures. 3. According to the content of the convenience service or entrusted service proposed by the owner or the household, the receptionist of the customer service center makes an oral or written agreement with the owner or the household on the service details such as the project, area, time, cost and effect involved. 4. The receptionist of the customer service center will inform the person in charge of the relevant department of the convenience service or special service according to its nature, and the supervisor will arrange the personnel to come to the door at the time agreed with the customer. After the service is completed, the owner or tenant will check and accept the service. After the service is qualified, the agreed service fee will be charged and the bill will be issued.

Please accept it, thank you!