XX物业管理有限公司客服中心工作手册doc.docVIP

客服中心 工 作 手 册 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······························4 2.客服主管岗位职责································5 3.客服前台岗位职责·······························6 4.办公内勤岗位职责·······························7 5.物业管理员岗位职责······························8 6.泳馆主管···································9 7.泳馆前台服务员································10 8.泳馆救生员·································11 9.办公环境管理规范······························12 10.员工仪容仪表管理规范····························13 11.员工行为举止规范······························14 12.员工语言使用规范······························15 13.员工电话使用规范······························16 14.员工接待客户规范······························17 15.客服中心值班与交接班作业规程·························19 16.入伙操作规程································22 17.入住操作规程································24 18.装修管理规程································26 19.楼宇巡查管理作业标准规程··························28 20.违章处理作业标准规程····························32 21.来电、来访操作规程·····························36 22.投诉处理操作规程······························38 23.回复、回访操作规程··································40 24.与客户沟通操作规程··································42 25.内部沟通作业规程································47 26.费用收取操作规程······························49 27.费用催缴操作规程·································50 28.费用管理作业规程······························51 29.特约服务操作规程······························52 30.重点户管理操作规程·····························53 31.钥匙管理操作规程······························58 32.车位租赁操作规程······························62 33.数据统计及信息收集管理规程·························63 34.资料管理作业规程······························65 35.客户满意度调查作业规程·····························68 36.社区文化活动管理标准作业规程·························70 37.家政服务作业规程······························72 客服中心岗位结构图 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