物业管理有限公司客服中心工作手册范本.doc

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1、物业管理客服中心工作手册目录1.客服中心岗位结构图······························42.客服主管岗位职责································53.客服前台岗位职责·······························64.办公勤岗位职责·······························75.物业管理员岗位职责······························86.泳馆主管···································97.泳馆

2、前台服务员································108.泳馆救生员·································119.办公环境管理规······························1210.员工仪容仪表管理规····························1311.员工行为举止规······························1412.员工语言使用规······························1513.员工使用规··············

3、················1614.员工接待客户规······························1715.客服中心值班与交接班作业规程·························1916.入伙操作规程································2217.入住操作规程································2418.装修管理规程································2619.楼宇巡查管理作业标准规程······················

4、····2820.违章处理作业标准规程····························3221.来电、来访操作规程·····························3622.投诉处理操作规程······························3823.回复、回访操作规程··································4024.与客户沟通操作规程··································4225.部沟通作业规程·····························

5、···4726.费用收取操作规程······························4927.费用催缴操作规程·································5028.费用管理作业规程······························5129.特约服务操作规程······························5230.重点户管理操作规程·····························5331.钥匙管理操作规程······························5832.车

6、位租赁操作规程······························6233.数据统计及信息收集管理规程·························6334.资料管理作业规程······························6535.客户满意度调查作业规程·····························6836.社区文化活动管理标准作业规程·························7037.家政服务作业规程······························72XX物业管理客服工作手册章

7、节号0、2主题岗位职责之客服中心岗位结构图版本/修订1/0页次1/1客服中心岗位结构图客服主管前台收费员内勤物管员XX物业管理客服工作手册章节号1.1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.负责本部门职责围的工作的策划、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

8、（一般在24小时处理完毕）；投诉处理率达100%；6.熟悉所辖物业楼宇的结构、楼宇的排列、单元数、户数；管线的走向；各种设备的操作方法和开关位置；楼宇和公共设施的维修养护要领和常见故障、常用维修方法；客户的种类、数量、居