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时间:2017-09-04
《物业管理公司客户服务中心工作手册》由会员上传分享,免费在线阅读,更多相关内容在行业资料-天天文库。
1、XX物业管理有限公司客服工作手册章节号0、1主题目录版本/修订1/0页次1/2目录1.客服中心岗位结构图······························42.客服主管岗位职责································53.客服前台岗位职责·······························64.办公内勤岗位职责·······························75.物业管理员岗位职责······························86.泳馆主管···································97.泳
2、馆前台服务员································108.泳馆救生员·································119.办公环境管理规范······························1210.员工仪容仪表管理规范····························1311.员工行为举止规范······························1412.员工语言使用规范······························1513.员工电话使用规范······························161
3、4.员工接待客户规范······························1715.客服中心值班与交接班作业规程·························1916.入伙操作规程································2217.入住操作规程································2418.装修管理规程································2619.楼宇巡查管理作业标准规程··························2820.违章处理作业标准规程··························
4、··3221.来电、来访操作规程·····························3622.投诉处理操作规程······························3823.回复、回访操作规程··································4024.与客户沟通操作规程··································4225.内部沟通作业规程································4726.费用收取操作规程······························4927.费用催缴操作规程············
5、·····················5028.费用管理作业规程······························5129.特约服务操作规程······························5230.重点户管理操作规程·····························5331.钥匙管理操作规程······························5832.车位租赁操作规程······························6233.数据统计及信息收集管理规程·························6334.资料管理作业规程·····
6、·························6535.客户满意度调查作业规程·····························6836.社区文化活动管理标准作业规程·························7037.家政服务作业规程······························72XX物业管理有限公司客服工作手册章节号0、2主题岗位职责之客服中心岗位结构图版本/修订1/0页次1/1客服中心岗位结构图客服主管前台收费员内勤物管员XX物业管理有限公司客服工作手册章节号1.1主题岗位职责之客服主管岗位职责版本/修订1/0页次1/1客服主管岗位职责1.自觉遵守
7、国家和省市的法律、法令、政策以及公司、管理处的各项规章制度;2.负责本部门职责范围内的工作的策划、监督、指导;3.负责每月向管理处主任(经理)提交本部门工作计划及工作总结;4.负责对本部门员工进行定期、不定期考核,向主任提交本部门员工的工作绩效报告;5.坚守岗位,认真接待客户,对客户的投诉要耐心解释、及时处理(一般在24小时内处理完毕);投诉处理率达100%;6.熟悉所辖物业楼宇的结构、楼宇的排列、单元数、户数;管线的走向;各种设备
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