客户服务中心管理制度最终资料.docVIP

PAGE PAGE \* MERGEFORMAT 7 物业管理制度 之 客户服务中心 目 录 前 言······················································ 06 1、公司简介 ························································06 2、服务口号·························································06 3、管理宗旨·························································06 4、企业文化·························································06 5、员工箴言·························································07 6、物业服务常识·····················································08 第二章 组织建设····················································10 1、公司组织结构图···················································10 2、公司岗位结构图···················································10 3、客户服务中心组织职能图···········································11 工作职责···················································12 1、客户服务中心部门职责·············································13 2、客户服务中心岗位职责·············································13 2.1客户服务主管岗位职责··········································13 2.2客户服务专员岗位职责··········································13 2.3 前台接待专员岗位职责··········································14 客户服务中心作业流程·······································15 房屋交接流程····················································15 装修办理流程····················································15 业主自建申请流程················································17 咨询事务流程····················································18 投诉事务流程····················································20 报修事务流程····················································23 走访、回访工作流程··············································24 通知事务流程····················································25 物业档案管理流程················································25 其他事务办理流程················································27 客户服务中心管理制度·······································27 1、接待管理制度·····················································27 2、对外服务工作管理制度·············································28 3、走回访管理制度······················