物业管理有限公司客服中心工作手册

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1、客服中心工作手册2008--发布2008--实施合肥东宇物业管理有限公司发布合肥东宇物业管理有限公司客服工作手册章节号0、1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······························42.客服主管岗位职责································53.客服前台岗位职责·······························64.办公内勤岗位职责·······························75.物业管理员岗位职责····························

2、··86.泳馆主管···································97.泳馆前台服务员································108.泳馆救生员·································119.办公环境管理规范······························1210.员工仪容仪表管理规范····························1311.员工行为举止规范······························1412.员工语言使用规范····················

3、··········1513.员工电话使用规范······························1614.员工接待客户规范······························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.内部沟通作业规程····························

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.车位租赁操作规程···········

6、···················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······························72合肥东宇物业管理有限公司客服工作手册章节号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

7、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合肥东宇物业管理有限公司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