（管理制度）客户服务中心管理制度最终.pdf

（管理制度）客户服务中心管 理制度最终 物业管理制度 之 客户服务中心 目录 第一章 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 第三章 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 第四章 客户服务中心作业流程·······································15 1. 房屋交接流程····················································15 2. 装修办理流程····················································15 3. 业主自建申请流程················································17 4. 咨询事务流程····················································18 5. 投诉事务流程····················································20 6. 报修事务流程····················································23 7. 走访、回访工作流程··············································24 8. 通知事务流程····················································25 9. 物业档案管理流程················································25 10. 其他事务办理流程·······················