In today's social life, more and more people will come into contact with job responsibilities, which are a specific job description and can be divided into different job types. How to formulate job responsibilities? The following are the responsibilities of the property customer service front desk that I have carefully combed. Welcome everyone to learn from them, I hope it will help you.
Responsibilities of the property customer service front desk 1 1, strictly abide by the rules and regulations of the company and the project department, stick to their posts and dress neatly;
2. Be familiar with the building structure, layout, number of units, number of households, number of households and living conditions of the park;
3. Implement the customer service work plan of the building, and supervise and inspect the implementation of the service standards and working procedures of the building.
4, responsible for receiving the owner and visiting guests, enthusiasm, patience to explain and solve the related problems raised by the owner;
5. Be responsible for statistics and analysis of service quality on a regular basis, and put forward rectification plans.
6. Collect property management fees and other collection and payment fees on time according to the property management entrustment contract and the relevant policies of the state and Tianjin, and complete the collection and assessment indicators;
7. Master the owner's residence and other relevant information.
8. Coordinate, communicate and cooperate with relevant departments.
Responsibilities of property customer service front desk 2 1, responsible for daily reception of business households and answering customer service calls of property service center;
2. Accept all kinds of complaints, repair reports, inquiries, questions, help, suggestions and various applications put forward by operators;
3. Follow up the handling of all kinds of complaints, repairs, inquiries, questions, help and suggestions accepted by operators, and call back to operators after handling;
4. Daily management of the owner's data, and assist the property customer service to sort out the filing of various work orders of the operators.
5. Assist the customer service supervisor to complete the collection of property management fees.
6. Complete other tasks assigned by superior leaders.
Requirements:
1, with more than one year relevant working experience.
3, familiar with reception etiquette, skilled operation of office equipment and software.
4. Good interpersonal communication and expression skills, warm and polite, quick response, strong understanding and acceptance, good service consciousness and team spirit.
5. Good personal image, cheerful and lively personality, fluent in Mandarin and Cantonese.
Responsibilities of property customer service front desk 3 1. Responsible for handling the owner's consultation and complaint, keeping records, informing relevant personnel of the problems to be handled in time, and tracking the results;
2. Be responsible for handling the check-in procedures for residents, guiding residents to fill in the check-in information in a standardized way, and regularly sorting, checking and registering the information and filing it in the reference room;
3, responsible for home decoration procedures, collect relevant information in accordance with the provisions, and make records;
4 responsible for the collection of property fees in this area.
Requirements:
1, height1.60m, good image and temperament;
2. College degree or above;
3. Have good work enthusiasm, service awareness and language communication skills;
The responsibility of the property customer service front desk is 4 1, and the customer familiarity is over 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 leader.
Responsibilities of property customer service front desk 5 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 front desk 6 1, responsible for establishing and optimizing the standardization of customer service system such as service standards and processes.
2. Be responsible for the project cost, analyze the reasons for the arrears, carry out rectification and optimization, and pay off the historical arrears.
3. Be responsible for the customer service satisfaction control of the project, and analyze and improve the dissatisfied parts.
4, responsible for the construction of community cultural activities, close the distance with customers, establish a good brand and image of the company.
5. Responsible for complaint management, especially major complaints or group complaints.
6, responsible for customer visits, solve customer needs, constantly explore the potential needs of customers, report to the superior to carry out a variety of business, forming a new business growth point.
7. Be responsible for the business guidance, training, staff management and assessment of the team of this department.
Property Customer Service Front Desk Job Responsibilities 7 Property Customer Service Shanghai Yijinhui Real Estate Development Co., Ltd. Shanghai Yijinhui Real Estate Development Co., Ltd., Yijinhui 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 front desk 8 1. Politely receive daily visitors, 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.
Responsibilities of property customer service front desk 9 1. Responsible for the management of houses and public facilities in the area of responsibility, handle problems in time when found, be familiar with the structure of buildings in residential areas, the layout of seats, the basic situation of household pipe network, and understand the charging standard and calculation method 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 front desk 10 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.
Responsibilities of property customer service front desk 1 1 1. Assist the general manager of the project property to carry out various tasks within the scope of customer service responsibilities.
2 responsible for the inspection and supervision of the daily service management of the community, and timely correct or report to the superior and relevant departments the phenomenon that does not meet the reasonable requirements.
3. Responsible for the coordination and handling of complaints and disputes of community owners, daily contact, visit and consultation of owners, formulate and organize the implementation of communication plans of community owners at various stages, and actively strive for the understanding and support of owners.
4. Organize the owner to go through the check-in and decoration procedures, and file relevant information;
5. Organize and guide the customer service personnel to receive and register the owner's application for repair, arrange the maintenance department to handle it at home in time, and do a good job in supervising and consulting the owner's handling results;
6, responsible for collecting property management related fees.
7, cooperate with the general manager of the property to do a good job of statistical summary of the annual financial budget data.
8, responsible for the assessment of customer service personnel.
9. Assist and participate in daily contact and visit with the owner, and establish a good communication relationship with the owner.
10, responsible for organizing community cultural activities and community publicity.
1 1. Resolutely implement the national policies, provincial and municipal policies on property management and the company's relevant rules and regulations.
12, according to the principle of unified management and professional division of responsibilities, reasonably arrange the work of department staff, convene and preside over ministerial meetings, and lead the department staff to complete the task indicators issued by the management office in time.
13. Work out the work plan of the department, guide and assist the person in charge at a lower level to work out the work plan, regularly inspect, supervise and investigate violations, and propose corrective measures.
14, stick to your post, go to work on time, dress neatly, warmly receive the owner and visiting guests, patiently explain the owner's complaints and handle them in time.
15, responsible for handling residents' complaints about the work of this management office, without delay or prevarication, and promoting friendly relations with the owners.
16, strengthen the unity and cooperation of employees in this department, evaluate employees' work fairly, do a good job in labor discipline inspection and rewards and punishments, and mobilize employees' enthusiasm.
17, submit the departmental employment plan to the director of management office.
18, responsible for supervising the procurement, warehousing and storage of materials in this department.
19, responsible for domestic service, sanitation management and convenience service projects in the jurisdiction. Formulate and coordinate organizational work.
20, responsible for the overall management of commercial outlets and family service stalls in the region.
2 1, the greening and cleaning work shall be managed by zoning and dicing, so that the tasks among employees are clear and the responsibilities are clear.
22, adhere to patrol the apartment twice a day, found that the problem on-site supervision to solve.
23, widely accept residents' opinions and suggestions on greening and cleaning management, in order to improve the work level.
24, complete other work assigned by the leadership.
25. Be fully responsible for the work arrangement of the customer service center, be responsible for the work quality within the management scope of the customer service center, and ensure the management and service for customers;
26. Be responsible for formulating, implementing and implementing the post responsibilities of this department, formulating work requirements and objectives, and establishing various management systems;
27, according to the real estate sales, responsible for the early intervention and acceptance of the monthly real estate handover plan, and with the real estate development company to do a good job of property acceptance and handover;
28. Responsible for planning and organizing the delivery of real estate by property management companies and owners;
29. Responsible for the preparation and formulation of relevant forms of customer service centers;
30. Be responsible for guiding, supervising and inspecting the work of this department and the work completion of subordinate employees;
3 1, keep close and good contact and communication with customers and accept customer complaints; Responsible for making customer return visit plans, organizing customer consultation activities, regularly understanding customers' opinions and suggestions on the company's services, and constantly maintaining, improving and upgrading the service quality;
32, responsible for formulating the relevant provisions of the subcontract, for the general manager's reference, and supervise, inspect and evaluate the subcontractor's work;
33. Be responsible for ensuring the integrity, accuracy and effectiveness of the quality records of this department, and do a good job of filing. Participate in the property management quality inspection organized by the company, and do a good job in related management quality evaluation;
34. Be responsible for formulating the monthly work plan, goods demand plan and capital use plan of the department, and ensuring the implementation of the plan and effective cost control;
35. Be responsible for the monthly work summary of the customer service center and report to the general manager;
36. Responsible for communication and coordination between the customer service center and other departments of the company;
37. Be responsible for training and improving the cultural quality, working ability and business skills of the personnel in this department;
38, according to the employee's work in this department, monthly evaluation of employee performance;
39. Responsible for supervising the environmental sanitation, landscaping and maintenance of public facilities and equipment in the public area of the community. Find problems, coordinate with relevant departments and seek improvement methods;
40, responsible for the ideological work of employees, improve employees' sense of corporate responsibility;
4 1. Assist the office in the recruitment, assessment, employment and personnel adjustment of the staff in the call center;
42. Complete other tasks assigned by the company.
Responsibilities of the property customer service front desk 12 is responsible for managing the collection of regional property management fees, maintaining a good communication mechanism with the owners and warmly receiving the visiting owners and related personnel.
Check the daily cleaning and maintenance of all floors, periphery, unloading area and underground parking garage of the office building every day, and deal with cleaning problems in time.
Patrol the damage of public facilities every day, report the maintenance situation in time, check and follow up the daily maintenance complaint records, and understand the processing progress.
Keep abreast of the dynamics of subordinate employees and coordinate and handle related matters in business.
Responsibilities of property customer service front desk 13 1. Familiar with property management workflow, regulations and related laws and regulations, with rich experience in customer service and department management.
2. Have the ability to handle all emergencies and emergencies independently and the ability to follow up and manage daily affairs.
3. Strong language expression and communication skills, good at communicating with customers and relevant government departments.
4. Skilled in using all kinds of office software, with strong text editing and writing skills.
5, cheerful personality, flexible thinking at work, good at handling the work of various departments, communicating, contacting and solving various contradictions.
Responsibilities of property customer service front desk 14 1. Supervise the daily behavior of employees in the department according to the company's norms and work instructions.
2. Be responsible for drawing up the departmental work plan and preparing the departmental expense budget.
3. Responsible for organizing the collection and analysis of customer information, and establishing and perfecting customer files.
4. Be responsible for answering customers' difficult questions and organizing customer complaint hot spot analysis.
5. Responsible for planning and organizing the implementation of community owners' activities.
6. Be responsible for reviewing inspection reports, complaint records and maintenance records, and tracking the progress.
7. Responsible for drafting and distributing customer management notices and warm tips.
8, regularly submit management reports to the manager, put forward reasonable suggestions;
9. Assist the financial department to make a feasible plan for debt collection.
10. Complete other matters arranged by the leaders.
Responsibilities of property customer service front desk 15 1. Handle daily customer complaints, follow up the implementation progress according to customer needs, pay a return visit to customers, etc.
2. Responsible for personnel management within the department;
3, responsible for the establishment of customer information account, information;
4. Be responsible for improving the service quality of the community and putting forward reasonable optimization suggestions for daily services;
5. Responsible for (assisting) maintaining, handling and coordinating the outreach work of relevant government functional departments, including but not limited to streets, neighborhood committees, women's federations and other departments;
6. Cooperate with department leaders to assist in community cultural and sports activities;
Responsibilities of property customer service front desk 16 1, responsible for property front desk reception.
2. Be responsible for the duty of the company's service hotline, collect all records of the hotline, record the maintenance and service quality, and contact the owner/tenant;
3. Be responsible for handling letters, visits and complaints from owners/residents, and responding, tracking and checking in time;
4, the issuance of management fees and charges notice and payment of fees.
5. Other work assigned by the department manager.
Responsibilities of the property customer service front desk 17 1, make good preparations for sales and understand sales information;
2. Accompany the customer to see the house, understand the customer's needs, provide suitable housing, and conduct business negotiations;
3, telephone contact, develop effective customers, and do a good job of recording and maintaining;
4. Responsible for signing the contract, recovering the house payment and later maintenance.
5. Responsible for customer development, maintenance, reception and consultation, and provide all-round and professional real estate purchase services.
6. Understand, supplement and master the latest real estate information in time;
Responsibilities of property customer service front desk: 18 1. Responsible for customer reception and case visit 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 property customer service front desk 19 1. Answer the phone, record the problem and feed it back to relevant departments for handling, follow up and feed it back to 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 property customer service front desk 20 1. Receiving visits from owners, answering phone calls from business owners, answering inquiries from owners, accepting complaints, maintenance, help, consultation and suggestions from business owners within their 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 front desk 2 1 job content:
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 job transfer system.
Job requirements:
Educational requirements: technical secondary school
Language requirements: unlimited
Age requirements: unlimited
Working years: unlimited
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