1, and the customer familiarity is over 95%. Pay attention to the most silent customers while paying attention to the key customers who complain frequently, get familiar with the basic situation of customers in this region, establish a work account, and be responsible for collecting, sorting, archiving and updating customer information at any time;
2. Be responsible for handling the check-in and check-out procedures of customers, accepting the check-in (delivery) of units and handling household cards;
3. Customer relationship construction: according to the company's requirements, put yourself in the shoes with standardized customer reception etiquette, accept customer service requirements such as maintenance, consultation and complaints, and hand them over to the responsible departments/personnel, and track and implement the processing progress of service requirements at the first time; After the customer service, pay a return visit to the customer as soon as possible.
4. Conduct a comprehensive inspection of the area under its jurisdiction at least once a day, and be responsible for supervising, tracking, rectifying and reviewing the safety, engineering and environmental service processes and service quality of the area under its jurisdiction;
5. Handle daily customer service affairs, such as moving appointment, customers moving in and out;
6. Responsible for collecting current and overdue property service fees, elevator use fees and parking space property management fees from customers, and collecting agreed fees for new projects such as water, electricity, heating and gas collected by real estate companies;
7. Be familiar with customer service demand information related to food, clothing, housing, transportation, leisure and entertainment, health education, etc. Be familiar with the telephone numbers of water, electricity and other government departments around the community and update them regularly to make customers answer questions fluently;
8. Responsible for handling customers' decoration applications, conducting daily on-site inspection of decoration, coordinating safety management and engineering personnel's management of decoration process, and immediately stopping illegal decoration when found, and coordinating government administrative law enforcement departments to deal with difficult customers. Keep relevant records of decoration management for future reference;
9. Establish and maintain a good public order, and coordinate the handling of customer neighborhood disputes;
10, communicate closely with customers, organize owners' meetings regularly, conduct customer satisfaction surveys regularly, sort out, analyze, judge and meet customer needs, and establish and maintain good customer relations;
1 1. Carry out community activities regularly according to the company's community cultural work plan, and communicate with customers during the activities;
12. Provide wedding service, moving service, birthday greeting, business reminder, key keeping and other special services. Improve customer satisfaction;
13, in daily communication with customers, effectively reduce customer expectations, explain the service content of the property to customers, and let customers distinguish the respective responsibilities of government departments such as property, construction unit and water and electricity;
14. Seriously study the laws and regulations of the property industry, master the training content of the company's "answering customers' questions", show professionalism in the process of docking with customers, and reasonably answer the owners' inquiries;
15, according to the company's requirements, pay a timely return visit to the quality of solving customer service demands, and sort out the return visit results and report them to the management office manager;
16. Dockers (system administrators, file administrators, key administrators, NC docking modules, CRM docking modules, community cultural specialists, decoration management and other part-time modules) responsible for each sub-business should dock with the Quality Management Department on the basis of completing their respective regional work, and complete the collection, collation, statistics and reporting of various materials with high quality according to the time required by the company;
17, responsible for completing the work temporarily assigned by the leaders.
For more daily work of property managers, please refer to the daily work list of property managers in Baidu Library.