公司物业客服管理中心工作手册.doc

客服中心

工作手册

2023--公布2023--实施

合肥东宇物业管理有限企业公布

合肥东宇物业管理有限企业客服工作手册

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目录

1.客服中心岗位构造图······························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.楼宇巡查管理作业原则规程··························28

20.违章处理作业原则规程····························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.要点户管理操作规程·····························53

31.钥匙管理操作规程······························58

32.车位租赁操作规程······························62

33.数据统计及信息搜集管理规程·························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.小区文化活动管理原则作业规程·························70

37.家政服务作业规程······························72

合肥东宇物业管理有限企业客服工作手册

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0、2

主题

岗位职责之

客服中心岗位构造图

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1/1

客服中心岗位构造图

客服主管前台收费员内勤物管员

客服主管

前台

收费员

内勤

物管员

合肥东宇物业管理有限企业客服工作手册

章节号

1.1