Responsibilities of property customer service personnel 1 1, responsibilities of customer service manager.
(1) Supervise and manage customer service specialists to accept customers' inquiries, complaints, suggestions and opinions.
(2) Collect market data related to customers and real estate, and establish and manage customer files and information databases.
(3) Maintain good customer relationship and master customer needs.
(4) Responsible for business coordination with relevant departments and timely solving problems raised by customers.
2, customer service department supervisor job responsibilities
(1) Ensure that all rules and regulations of the company are implemented in the managed area.
(2) Reasonably distribute the work of personnel in various positions in the region.
(3) Patrol the building regularly, handle and record the problems found in time, and report serious problems to the director of the service center in time.
(4) In case of emergency, assist in dealing with the aftermath.
(5) Accept and handle customer complaints, record and report to the superior.
(6) Be responsible for the statistics of various data in the service center.
(7) Record the building management log and follow up the listed problems.
(8) According to the requirements of customers, coordinate all departments to complete the services required by customers.
(9) Supervise the work of employees in the department, and constantly provide high-level services for employees.
(10) Complete other tasks assigned by leaders.
3. Responsibilities of property customer service personnel
(1) patrol the building daily, and check and master the usage of electricity charges collected in advance by the owner in the supply, operation and service of public facilities such as water, electricity and gas. If the pre-existing balance is found to be insufficient, notify the owner in time and make a written record, and solve the problem in time.
(2) Responsible for answering the customer service hotline, tracking and recording all kinds of complaints and written processing results.
(3) Do a good job in receiving letters and visits from owners or users.
(4) Regularly file and report the owner's complaints, and pay a return visit to the owner to understand the owner's ideological trends. Be familiar with the owner's situation in the area, master the operation of various supporting facilities in the area, and solve problems for the owner in a timely manner.
(5) Be responsible for patrolling the area under its jurisdiction, discover, stop and deal with violations and illegal events in time, and do a good job in decoration declaration, approval and acceptance.
(6) Participate in the property takeover acceptance, reflect the problems found in time, and supervise their timely handling.
(7) Responsible for collecting property management fees and other related expenses, and assisting the toll collectors to complete the bill writing.
(8) Complete other tasks assigned by the leaders.
4, the toll collector job responsibilities
(1) Be familiar with the number, area, management fees and other charging items and calculation methods of units in the building.
(2) Master the basic information of owners and users.
(3) Master the principles and methods of bookkeeping, establish and improve various ledgers, and ensure clear accounts, complete procedures, consistent accounts and accurate monthly statements.
(4) Responsible for the daily management of the property within the jurisdiction, accounting the water and electricity pool, billing, issuing bills and collecting property fees.
(5) Master the use of management software and charging software, maintain computer equipment, keep all data well, and modify and store the changed data in time.
(6) Be responsible for the summary, reporting, collection, storage and distribution of attendance and office supplies, and register the ledger.
5, clerk job responsibilities
(1) Handle the daily affairs of the customer service department under the leadership of the customer service department supervisor.
(2) Responsible for the management of user files and file transfer.
(3) Handling user complaints, answering and recording questions raised by users.
(4) Responsible for the statistics of various data in the service center.
(5) Responsible for file management to ensure the comprehensiveness, systematization and timeliness of construction files. Be responsible for attendance, storage and distribution of office supplies.
6, after-sales service personnel
(1) Accept quality complaints, appease the owner's mood, and fill in the complaint/consultation/suggestion record form.
(2) Inform the property maintenance personnel of the accounting group to check the situation.
(3) Pay a return visit to the maintenance results and fill in the Service Return Visit Record Form.
(4) Do a good job of data archiving.
(5) Complete other tasks assigned by the leaders.
7. Operator (setting up a service hotline)
(1) Receive inquiries, complaints and suggestions about the company's business by telephone.
(2) Answer and deal with the questions raised by customers, and do a good job of inputting customer inquiries and complaints.
(3) Provide services to customers according to the standard terms stipulated by the company.
(4) Listen to customers' opinions in time and follow up customers' complaints.
(5) Be responsible for business coordination with relevant departments and solve problems raised by customers in time.
8. E-mail information processor (start special complaint e-mail)
(1) Mail receiving and dispatching, sorting and customer information collection.
(2) Deal with service problems and customer complaints in time to improve consumer satisfaction.
(3) Responsible for business coordination with relevant departments and timely solving problems raised by customers.
Job responsibilities of property customer service personnel 2 1, responsible for arranging the daily management of customer service and assisting the project leader to complete various related work;
2. Coordinate the relationship between the property customer service center and customers, explain and answer related questions, and feed back customer information;
3. Handle customer complaints, and follow up and pay a return visit to the complaints;
4. Responsible for guiding the collection of property management fees of customer service butlers;
5. Assist in the drafting and revision of internal documents of the management center, document arrangement and standardized management;
6, responsible for organizing community cultural activities and other work assigned by the superior leadership.
Job responsibilities of property customer service personnel 3 1. Review daily inspection reports, complaint records, incident reports, management logs and other work contents, deal with problems quickly, and report to superiors as appropriate;
2. Supervise the daily work plan and contract implementation of cleaning company, greening company and pest control company every day, and determine the implementation of cleaning and greening standards, specifications and related contents;
3. Supervise and track the handling results and return visits of various complaints during the duty period, and supervise and coordinate the implementation of on-site fault repair;
4. Coordinate relevant departments and maintenance support to deal with all kinds of emergencies on site, and report the situation and handling process step by step;
5. Perform other duties and complete other tasks assigned by superiors.
Responsibilities of property customer service personnel 4 1, formulate customer service management system for each project;
2, responsible for handling customer complaints and feedback;
3. Responsible for planning, implementing, summarizing and analyzing the customer satisfaction survey;
4. Daily work arrangement of customer service department and handling of various matters;
5. Assist the project leader to achieve the project charging target;
Job responsibilities of property customer service personnel 5 1, responsible for greeting, reception, registration and guidance of visiting merchants;
2. Warmly receive business owners, properly handle their complaints and maintain the relationship between business owners;
3. Responsible for call reception, project repair, complaint acceptance and tracking feedback;
4, responsible for completing other work arranged by the leadership.
Job responsibilities of property customer service personnel 6 1, responsible for the reception and registration of owners' consultation, maintenance and complaints. , communication and visit with the owner;
2. Be responsible for the procedures of occupation acceptance and secondary decoration, as well as the management of documents and files in the management office;
3. Assist the customer service supervisor to carry out community cultural activities and keep records of related activities (such as taking photos, etc.). );
4, community on-site inspection work;
5. Complete other tasks assigned by superiors.
Job responsibilities of property customer service personnel 7 1. Handle users' queries in time by telephone/online, analyze the problems encountered by users quickly and effectively, and give solutions;
2. Regularly summarize user feedback, sort out business problems and put forward improvement suggestions;
3. Output the daily report, analyze the personal work completion and make an action plan, and finally achieve the assessment goal;
4. Coordinate and support with relevant departments within the company.
Responsibilities of property customer service staff: 8 1. Complete document filing, data sorting, project follow-up, supplier communication, rectification feedback and other related work.
2. Participate in necessary project tracking and system testing;
3. Committed to improving customer service satisfaction;
4. Actively participate in and assist team activities within the group;
5. Cooperate with superiors to deploy and arrange temporary work.
Responsibilities of property customer service staff 9 1, daily inspection of buildings in the responsible area, and attention to the quality environment on site;
2. Responsible for receiving customers' visits, accepting customers' opinions and suggestions in the responsible area, and timely implementing rectification and reply;
3. Handle customer complaints, record and follow up the results, and maintain the owner relationship;
4. Responsible for the property management fees of residents in this area;
5. Conduct regular customer interviews and satisfaction surveys as planned;
6. Track the renovation progress of customers in the region and report the problems to be solved to the property service center in time; Assist in community cultural activities.
Requirements:
1, education requirements: full-time college degree or above;
2. Work experience: experience in property management and hotel management is preferred;
3. Computer skills: basic office software operation;
Other requirements:
① Strong affinity, strong customer service communication awareness and good communication skills;
② Good organization, coordination and pressure resistance;
③ Able to work under certain pressure;
The job responsibility of the property customer service staff is 10 1, and the customer familiarity is above 95%. While paying attention to the key customers who often complain, we also pay attention to the most silent customers, 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; Pay a return visit to the customer as soon as possible after the customer service is over;
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. Around the community, be familiar with the telephone numbers of government departments such as water, electricity and electricity, 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, immediately stopping illegal decoration behaviors when found, cooperating with government administrative law enforcement departments to deal with difficult customers, and properly keeping 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.
The job responsibilities of the property customer service staff are 1 1 1. Responsible for the overall planning of customer service in the property management service center;
2. Responsible for formulating the annual service plan and customer satisfaction improvement plan of the property management service center, and responsible for the specific implementation of the plan;
3. Be responsible for formulating the customer service work plan and training plan of the property management service center, and implementing decomposition and supervision;
4. Responsible for customer service team building and performance appraisal;
5. Responsible for handling major complaints, and regularly split complaints, formulate corrective and preventive measures, and effectively control the number of complaints;
6. Be responsible for establishing and maintaining the key customer relationship of the property service center;
7. Responsible for external public relations coordination of relevant units and communication and coordination between departments to ensure the smooth development of all work.
Responsibilities of property customer service personnel: 12 1. Politely receive daily visiting guests, do a good job of registration and reception, be responsible for providing drinks for customers in the negotiation area, leisure area, signing area and VIP area, cleaning the bar, cleaning the tables and chairs after the guests leave, and counting and collecting daily consumables;
2, familiar with all the staff in the office area, thoughtful to provide services for all office workers; Responsible for the conference service of the conference room in the jurisdiction;
3, carefully record the succession;
4, grasp the daily needs of material reserves, timely apply to ensure the normal work;
5. Focus on managing office areas;
6. Be responsible for feeding back customers' opinions on the service between models and related issues;
7. Complete other tasks assigned by superiors.
The job responsibilities of the property customer service staff are 13 1. Responsible for the management of houses and public facilities in the responsible area, handle problems in time when found, be familiar with the structure of buildings in residential areas, the layout of buildings, the basic situation of household pipe network, and understand the charging standards and calculation methods of management fees;
2 responsible for the supervision and management of greening, sanitation, decoration, public security and public facilities in the area of responsibility, adhere to the daily inspection of the area of responsibility, and handle problems in time when found;
3. Handle the complaints of the owners in the responsible area in time, with the complaint handling rate reaching 65,438+000%, establish a good relationship with the owners, actively communicate with the owners, and reflect the opinions and suggestions of the owners in time;
4. Responsible for the issuance and recycling of various notices, and do a good job of uploading and issuing;
5. Be responsible for the overdue payment of the owner;
6, supervise the management of entertainment facilities, conscientiously implement the provisions of the opening of entertainment facilities;
7, completes the work record, cooperate with librarians to do a good job of registration and filing related work records;
8, complete other work assigned by the leadership.
Responsibilities of property customer service personnel 14 1. Familiar with the basic situation of the project owner, understand the distribution position and situation of various facilities.
2. Comprehensively supervise and inspect the daily work of the consul, check the records of the consular log every day, and correct the problems in time when found.
3. Conduct daily training on the professional skills and work skills of consuls, and conduct regular assessment.
4. Responsible for the collection of property fees of regional owners, effectively communicate with customers in arrears, and assist consuls to complete the task of collecting fees.
5. Actively communicate with other departments, take the initiative to provide services for the owners, solve complaints and apply for repairs, and urge the consuls to implement the situation.
6. Be responsible for the analysis, handling and follow-up of the owner's complaints, and pay a return visit; For those that cannot be handled, report to the project manager in time.
7. Assist the project manager to draft relevant documents on property management.
8. Assist the project manager to deal with all kinds of emergencies and assist in the aftermath.
9. Assist the project manager to carry out various community cultural activities.
10. Complete all tasks assigned by the project manager.
Job Responsibilities of Property Customer Service Staff 15 Job Description:
1, good at communication and coordination, able to mobilize the enthusiasm of employees and complete all work with good quality and quantity.
2. Warmly receive the owner/tenant, handle the limited complaints in time, make relevant records, summarize and track the implementation effect of each department with feedback, and pay a return visit regularly.
3. Organize customer satisfaction survey and track the effect of improvement measures.
4. Coordinate the relationship between this department and other departments, and rationally allocate human and material resources.
5. Formulate the property customer service management system and build a customer service process platform.
6. Be responsible for sorting, summarizing and filing the delivery acceptance data, and cooperate with the related work of project delivery.
7. Work assigned by other leaders.
Requirements:
1, college degree or above, major in English, property management or hotel management is preferred.
2. At least 4 years relevant working experience, experience in customer service management of office buildings, shops and residences is preferred.
3. Familiar with national laws and regulations on property management.
4, good communication skills, can properly and independently come out with customer complaints, and have a certain affinity.
5. Living in Qingpu, Xu Jing or Minhang is the first choice.
Responsibilities of property customer service personnel 16 1. Responsible for customer reception and case site inspection of marketing center;
2. Responsible for the daily management of public signs, exhibition racks and other related items in the management area;
3. Receive visiting customers and politely guide the model houses to visit;
4. Responsible for checking the post hygiene, and guiding and supervising the work of cleaning staff, keeping the sample room clean and tidy, and ensuring the normal reception;
5. Be responsible for checking the facilities and equipment between samples, counting the items between samples and sorting out the equipment.
6. Be responsible for the inspection of the model house, ensure the project in time when encountering engineering problems, track and report the results to the superior;
7. Assist sales staff to explain the model house to customers;
8. Responsible for daily equipment warehousing records;
9. Be responsible for the management of refreshments in the bar and the reception of the bar.
Responsibilities of the property customer service staff 17 1, answer the phone, record the problems and feed them back to the relevant departments for handling, and follow up and feed them back to the users;
2. Archive the lease contract;
3. Go through the formalities of applying for decoration and collect relevant fees, and issue the decoration permit after the materials are approved;
4. Handle the pass for the decoration personnel and collect fees;
5. Inform residents and households to pay property management fees and utilities;
6. Responsible for supervising and managing the cleaning work of the outsourcing cleaning company in the park.
Responsibilities of the property customer service staff: 18 1, receiving the owner's visit and answering the phone of the business owner, answering the owner's inquiries, accepting the complaints, maintenance, help, consultation and suggestions of the business owner within the jurisdiction, and making corresponding records;
2. After receiving the complaints, maintenance and help from the operators, fill in the relevant task list and submit it to the relevant departments for follow-up and supervision until it is completely solved. At the same time, call the operator back and enter the system data;
3. Be responsible for the billing of maintenance fees for paid services, and input them into the computer in time to establish a complete ledger;
4. Be responsible for handling various procedures such as building repossession, decoration, lease registration, transfer registration, parking space lease and key lending. For the owner, update the customer information in time and convey it to the relevant departments in _ _ _ _ _ _;
5, do a good job of property management fees, utilities and other related expenses and related charges collection;
6. Timely handle and report customer complaints and emergencies; In case of emergency, be responsible for explaining the business households;
7. Complete other tasks assigned by superior leaders.
Job responsibilities of property customer service staff 19 Job contents:
1. Accept the owner's complaints, answer and record the questions raised by the owner, follow up the service work and complaint handling, and properly save various forms. The complaint handling rate should reach 100%, and major complaints should be reported to the customer service manager in time.
2. Distribute letters, notices, express delivery, etc. , and make relevant records.
3. Strengthen contact with the owner, solicit opinions and suggestions on a regular basis, summarize and report to the supervisor.
4. Register the tenant's secondary decoration and guide the tenant to standardize the construction according to the property regulations;
5. According to the statistics of the floors under its jurisdiction, tabulate the property management fees, and check the collection with the Finance Department every month;
6. Assist the customer service manager to plan, organize and implement community cultural activities to improve the satisfaction of the owners.
7, familiar with the jurisdiction of the building structure distribution, the name of the owner, etc. Exactly.
8, responsible for handling all kinds of documents after the owner checked in.
Job requirements:
1, full-time college degree or above, experience in property service reception in high-end residential areas is preferred.
2. Good image and temperament, cheerful personality and good affinity.
3. Strong pressure resistance, strong coordination and adaptability, and strong language expression ability.
4. Have a good sense of service and a high sense of responsibility, be responsive, dignified and generous, behave gracefully, be hardworking and adapt to the rotation system.
Job requirements:
Educational requirements: technical secondary school
Language requirements: unlimited
Age requirements: unlimited
Working years: unlimited
Job responsibilities of property customer service personnel 20 1. Responsible for customer service, environment and operation management of commercial properties, including professional markets, exhibition halls and apartments.
2. Responsible for the decoration, daily rent and property management fees of the settled projects.
3. Accepting the on-site maintenance declaration and customer complaints, and paying a return visit to the maintenance customers, it is necessary to conduct emergency treatment for the first-line emergencies of the property.
Responsibilities of the property customer service staff: 2 1 1, responsible for assisting the customer service department.
2. Organize regular internal training to continuously improve the team's business skills and service level.
3. Be responsible for the establishment and maintenance of customer relationship, pay regular return visits and handle customer complaints.
4. Organize quality self-inspection and on-site rectification, and be responsible for the supervision and management of outsourced suppliers.
5. Keep good communication with the owner and customers, convey the implementation information and report to the department manager.
6. Complete the collection of management fees in time, and follow up the collection arranged by the leaders.
Job responsibilities of property customer service personnel 22 1, responsible for electronic record entry of decoration materials of business households;
2. Responsible for completing various tasks assigned by the leaders of the customer service center, and doing a good job in department management coordination and customer service;
3, responsible for regular visits to community business households, to understand the opinions and suggestions of business households and timely feedback; Establish good relations and communication channels with business households;
4. Be responsible for receiving and handling complaints from business owners, tracking the handling results and communicating with business owners until they are satisfied;
5. Be responsible for inspecting the environment and image of the community, recording defects and supervising the subsequent improvement;
Job responsibilities of property customer service personnel 23 1. Responsible for the daily inspection of the area in charge of the venue, correct the illegal acts such as occupying the road, occupying the fire escape and violating the business order, and make records (daily inspection form);
2. Responsible for receiving and handling complaints, maintenance and complaints from merchants;
3. Be responsible for handling all formalities such as entry, exit, acceptance, store transfer and transfer of merchants;
4. Responsible for the supervision, inspection and management of store decoration;
5. Responsible for distributing monthly rent bills and various notices;
6. Responsible for cooperating with the company to carry out various promotional activities;
7. Pay the monthly rent of the merchant;
8, responsible for advertising rental and formalities;
9. Responsible for summarizing the daily operation data of each month;
10, responsible for maintaining good relations with merchants;
1 1, responsible for completing various tasks temporarily assigned by superiors.
Job responsibilities of property customer service personnel 24 1. Carry out all work related to this position in strict accordance with the requirements of company documents;
2. Strictly implement the front desk reception service standard, receive every visitor with dignified manners, full enthusiasm and full patience, and establish a good image of the window of the property service center.
3. Be responsible for patrolling the public * * * area on the first floor and maintaining good order in the lobby, and report the incidents that cannot be handled in time;
4, master the basic situation of the project owner, accurately answer the guest's suggestion, make the guest satisfied;
5. Warmly receive the visiting residents in the office area of the Property Service Center, and handle or coordinate related matters for them;
6. Be responsible for the printing, sending, receiving and recording of documents, as well as the arrangement and filing of owner's documents;
7. Responsible for reporting the statistics of various statements to the immediate superior on time;
8, obey the leadership, complete other work assigned by the superior leadership.
Responsibilities of the property customer service staff 25 1, responsible for reception, registration, consultation and guidance;
2. Send and receive customer documents and daily logistics services;
3. Meeting arrangements and venue services;
4, personnel information check and access card authorization management;
5. Implement the company's management rules and regulations;
6, complete other work assigned by the leadership.