Job responsibilities of property customer service

Responsibilities of Property Customer Service (Selected 15)

In today's society, the frequency of job responsibilities is increasing gradually, and formulating job responsibilities is conducive to improving work efficiency and quality. What job responsibilities have you been exposed to? The following are the job responsibilities of property customer service that I collected and sorted out, hoping to help everyone.

Responsibilities of Property Customer Service 1 Responsibilities:

1. Ability to lead, supervise, review, evaluate and modify property management functions and work;

2. Implement government regulations, decrees and property management conventions, and maintain good relations with relevant departments;

3. Formulate the annual property management budget of the project, and manage the service quality, operation management process and normal financial operation of the daily property;

4, properly handle all kinds of emergencies and emergencies;

5. Responsible for the acceptance of buildings, facilities and equipment and the maintenance of equipment and facilities, and arrange various maintenance projects and professional bidding;

6. Supervise the operation of project assets (such as clubs, parking spaces and houses, etc.). );

7. Responsible for coordinating and managing the greening, security and other related work of outsourcing companies;

8. Be responsible for handling complaints from the owners, maintaining the environmental sanitation of the community and maintaining public order.

9. The property service center should carefully verify all kinds of safety accidents and hidden dangers, distinguish responsibilities and put forward suggestions.

Requirements:

1, college degree or above, 5 years working experience in the same industry; And have worked in a management position for more than three years;

2. Be able to organize and coordinate the property management work and help to enhance the brand awareness of the project;

3. Calm and have good communication and coordination skills and emergency handling ability;

4. Good image, strong sense of service, strong sense of responsibility and proactive work;

5. Holders of property management certificate are preferred.

Responsibility 2: Responsible for the collection of regional property management fees, maintain a good communication mechanism with the owners, and warmly receive the visiting owners and related personnel.

Check the daily cleaning and maintenance of all floors, periphery, unloading area and underground parking garage of the office building every day, and deal with cleaning problems in time.

Patrol the damage of public facilities every day, report the maintenance situation in time, check and follow up the daily maintenance complaint records, and understand the processing progress.

Keep abreast of the dynamics of subordinate employees and coordinate and handle related matters in business.

Property customer service 3 1 job responsibilities, responsible for establishing and improving residential household files and updating them in time.

2. Complete the task of collecting property fees set by the company;

3. Visit the residents, communicate with the residents, master the situation of the residents in the management building, and handle the application services and complaints of the residents in the community in time;

4. Receive, track, reply and pay a return visit to the maintenance, complaints and suggestions put forward by the residents.

Responsibilities of property customer service 4 1. Conduct daily inspections of the area under its jurisdiction, including cleaning, environment, greening, public maintenance and other matters in the community, and report, follow up and feedback the problems found in the inspections;

2. Grasp the property needs of customers in daily life, provide information feedback in time, and complete the check of customer information;

3. Complete the collection of property fees within the jurisdiction;

4. Responsible for maintaining the publicity column in the area under its jurisdiction;

5. Assist in completing various community cultural activities organized by the community;

6. Maintain customer relationships, conduct satisfaction surveys on a regular basis, and provide professional and thoughtful property services to customers;

7. Carry out business work;

8. Complete other temporary tasks arranged by company leaders.

Responsibilities of property customer service 5 1. Responsible for the reception of telephone calls, the sending and receiving of documents and letters, the handling of various business consultations, complaints and tenant decoration application procedures of the company. Pay a return visit to complaints, suggestions and service quality;

2. Assist in signing, renewing, changing and renaming the lease contract;

3. Be responsible for the preservation of merchant information, vehicle registration information, tenant decoration, leave, attendance, certification and other information, as well as the original data of daily management records, and make computer entry, establish electronic files, update them in time, and keep them encrypted;

4. Responsible for the on-site management of various departments, and query and communicate with merchants' information. Responsible for the contact and handling between the front desk reception business and various departments;

5. After approval, be responsible for issuing announcements, notices, broadcasts and short messages of the company and various departments;

6. Responsible for collecting the fees payable by tenants;

7. Assist the company in investment promotion, publicity and marketing;

Responsibilities of property customer service 6 1, responsible for making the work plan of customer service department and deploying and implementing it.

2. Be responsible for the preparation of relevant information about the customer's destination and the on-site training of personnel.

3. Be responsible for the daily patrol management of the park and the collection of rent, property, utilities and various fees in the park.

4. Responsible for maintenance and repair;

5, responsible for the arrangement of major complaints, timely report the progress to the head of the property department.

6. Be able to find the needs and opinions of calling customers in time, and record and report them.

7. Assist in the preparation, improvement and promotion of departmental manuals and processes.

8, responsible for organizing the satisfaction survey of business households.

9. Assist merchants to do statistical report analysis.

10, responsible for department document approval and customer file management;

1 1. Be responsible for formulating departmental training plans and organizing their implementation, so as to effectively improve professional quality.

12, responsible for establishing communication between owners and customers, and constantly improving the management services of the department according to new feedback information.

13. Complete other tasks assigned by the leaders.

Property customer service 7 1 job responsibilities, accept customer complaints, and follow up the service quality;

2. Meet customers' service requirements in time, solve customers' difficult problems, and deal with emergencies at work;

3. Supervise the collection and statistics of various property management fees and other expenses;

4. Assist the engineering maintenance department to maintain and update the facilities and equipment within the jurisdiction of * * *, as well as the owner's decoration audit, supervision and daily maintenance services;

5. Participate in the overall coordination of various services of the property services department, give timely feedback when problems are found, and cooperate with relevant departments to solve them;

6. Actively cooperate with other departments to do a good job in property management; Complete other tasks assigned by superiors.

Responsibilities of Property Customer Service 8 I. Check-in Management

(1) issue the house acceptance certificate, the owner's temporary management agreement, the house decoration management agreement, the owner's manual, the occupancy notice, the management fee collection agreement, the fire prevention responsibility letter and two books on behalf of the owner.

(2) When the property management center accepts the owner's occupation, the receptionist and accompanying staff will check the cough and record the shovel marks? /p & gt；

1. Owner registration form; 2. Housing acceptance records; 3. Occupation information sign-in record; 4. Obtain the key receipt record; 5. Entrust service records; 6. Admission fee record.

(three) according to the occupation situation, according to the following two ways to handle the occupation procedures.

1. Centralized occupation: At the beginning of the opening of residential quarters, the property service center can temporarily form an occupation working group to centrally handle the occupation procedures for the convenience of the owners.

2. Occupation at ordinary times: The owner's customer service department in charge of the property service center is responsible for receiving the owner's occupation, and handling relevant procedures internally during the occupation.

(4) Occupancy procedure

1. The owner shall go through the check-in formalities at the property service center after completing the house selling formalities;

2. The receptionist of the property service center shall review the owner's occupancy notice, occupancy procedures and relevant information required by the selling unit;

3. The property management receptionist will issue the bill after reviewing the data and charging according to the charging items;

4. The receptionist of the property service center introduces the community management service, and the owner signs the owner's temporary management statute and residential decoration agreement;

5. The receptionist of the property service center issues the check-in documents to the owner and asks the owner to sign for them;

6. The receptionist of the property service center registers the services entrusted by the owner:

7. The receptionist of the property service center will accompany the owner to inspect the house, copy the base of the water and electricity meter, and the owner will go through the formalities of closing the house and turn the key to sign for it. If the acceptance is unqualified, it shall be rectified within a time limit;

8. The manager of the property service center checks the occupancy data, records and internal notes four times a month during the centralized occupancy (once a month during normal work). If it is found that it does not meet the requirements, it shall notify the owner's service department in writing for rectification, and if the operation is not perfect, it shall put forward corrective and preventive measures and implement them after analysis. Check whether the occupancy fee meets the requirements and specifications once a month.

Second, the owner communication

Distribute the owner's evaluation form every quarter to understand the service quality; Set up the owner's contact box in the community and open the box regularly every day; Set up a complaint telephone number to accept complaints from owners; Visit the owner in time, solicit opinions and give feedback to all relevant service management departments.

(1) Maintain communication with the owner through various channels, visit the owner frequently, listen to the opinions of the owner, and provide various services in time to meet reasonable requirements.

(two) at least once every six months to carry out public welfare activities, do a good job of feasibility study in advance, report the plan and make a good plan, analyze and summarize afterwards, and constantly improve the work.

Third, the owner reception

(a) the property service center set up a reception window, work contact box, supervision and complaint telephone, and accepted the owner's business consultation, repair service, fees and complaints.

(2) The property service center is open from 8: 30- 18: 00 from Monday to Friday; From 9:00- 17:00 on Saturday and Sunday, the emergency maintenance service of the owner is accepted 24 hours a day, and the service system is open, and the charging items and standards are open.

(three) the property service center supervision, complaints telephone 24 hours, 72 hours to reply.

(four) the property service center to implement the maintenance return visit system.

1, the property service center must pay a timely return visit to the maintenance of safety facilities and the maintenance of house leakage projects; The manager of the property service center checks monthly to ensure the quality of the return visit;

2. Return visit time: return visit within two days after the maintenance of safety facilities; Pay a return visit within three days after the maintenance of the house leakage project; Visit other projects for maintenance within one week.

(5) Within 24 hours, notify the maintenance personnel in writing to rectify the problems found in the return visit.

(six) the reception window should listen carefully to complaints and make records.

(7) Handling complaints should satisfy the owner, communicate with the owner in time, record the handling results, and make statistics and summary every week.

Fourth, correct management.

(a) the person in charge of the customer service department should master the ownership of the owners staying in the management area, be responsible for collecting the owner's information, and record the owner's relevant information in the management manual, which should dynamically reflect the transfer of the owner's property rights and the change of the right to use; Can correctly reflect the time and way of owner's ownership transfer and change.

(2) The head of customer service department is responsible for compiling the list of property rights and lease, and inputting it into the computer.

(3) Contents of property right inventory:

① Type of house; ② usable area and building area; (3) The allocated land area; 4 usage; (5) ancillary facilities; 6 garage use; ⑦ Others.

(four) the contents of the lease list

(1) The name of the lessee; ② Lease time; ③ Use the address of the house; (4) interior decoration; ⑤ Others.

(5) The head of customer service department issues a list of property rights and lease every month, which should systematically and correctly reflect the current actual situation.

(six) the manager of the property service center is responsible for reviewing the list of property rights and the list of leases. Consult the management manual of the business administrator once a month, and the manager of the property service center shall notify the administrator in writing to rectify the irregular records or the untimely registration of ownership change.

Verb (abbreviation of verb) decoration management

(a) the owner fill in the "decoration application form" and attach the relevant drawings and a copy of the ID card of the construction personnel.

(2) After the customer service department obtains the examination and approval materials on site, it will hand over the construction personnel registration form to the head of the construction team to fill in, and at the same time, it will introduce the regulations on the decoration of the community to the construction team.

(3) After the Owner's Service Department accepts the decoration application, please ask the equipment supervisor for preliminary examination, and the management manager will review it. The next day, a copy of the reviewed decoration application form will be sent to the decoration owner.

(4) The person in charge of the construction team shall bring the decoration application form and the completed decoration construction registration form to the management office, submit the valid certificates, photocopies and photos of the construction personnel, and report the loss of the temporary pass for the construction team after being verified by the site administrator. The construction team pays the relevant fees, and the cashier of the property service center signs the application form after collecting the fees.

(5) The person in charge of the customer service department shall handle the temporary pass, notify the owner to start the decoration construction, and notify the site supervisor to implement the site management.

(6) After the renovation, the site administrator will take back the temporary pass and settle the expenses. The recovered temporary pass shall be registered and notified to the Security Service Department.

(seven) decoration management records:

① Decoration management log; (2) The owner's notice of illegal renovation; (3) Construction personnel management records; (4) Records of sending and receiving temporary passes.

(eight) decoration management quality requirements:

(1) The owner's decoration procedures are complete and conform to the regulations, and there is no danger to safety, beauty or change of use;

(2) The renovation review process is completed within two days;

(3) The Property Service Center organizes patrol to decorate the construction site twice a day to nip in the bud;

(4) There shall be no disorderly stacking, digging, connecting or riding in decoration construction, and no illegal decoration. The housing integrity rate 100%, and the complaint rate is below 0.5%.

(9) Decoration management quality inspection:

(1) the property service center manager checks the decoration management four times a month;

(2) The manager of the property service center checks the handling of the owner's illegal decoration;

(3) Inform relevant personnel in written form to improve the problems found in the inspection. If the problems are repeated, analyze the reasons and issue a Notice on the Implementation of Corrective/Preventive Measures;

(4) Management quality is one of the assessment contents of the management office.

Six, file management

(a) the property service center is responsible for the establishment of the owner's file, and the owner's file is one file for each household.

(2) The owner's archives management measures shall be operated according to the requirements of the company's archives room.

(3) The document manager is responsible for the collection, sorting, filing and utilization of the owner's documents.

(4) The head of customer service department shall send the relevant owner information, property right list and lease list of last month to the document manager of management office for signature before the 5th day of each month.

(five) the manager of the property service center shall check the owner's archives once every quarter and notify the rectification in writing of the problems found.

Seven. consult

(a) the issuance and recovery of the owner's appraisal form

1. The property service center shall distribute the money quarterly in the form of "Owner's Evaluation Form" specified by the company, and the amount shall not be less than 20% of the owner's, and the distribution targets shall be avoided as much as possible during the year;

2. When distributing the Owner Appraisal Form, the property service center shall specify the distribution time (generally at the end of each quarter), the distribution object, the distributor, the recycler and the recovery time (within half a month from the date of distribution), and make relevant records;

3. The property service center shall, before the 5th day of the first month of each quarter, summarize and analyze the owner's appraisal form and the original owner's appraisal form (return it to the property service center for preservation within 10 days) and submit it to the higher authorities.

Statistical methods and applications

1, according to the methods recommended in the statistical technology control program (Pareto diagram, causal diagram);

2. The manager of the property service center organizes statisticians and relevant personnel to evaluate and analyze the summarized results of the Owner's Appraisal Form, and uses Pareto Diagram to find out the weak links in the service process; Use causality diagram to analyze the causes of problems, implement control and improvement, and save all records in the process;

3. Use pareto chart to find out the key few problems that affect service quality (1-2 problems account for 80% of all problems), thus providing conditions for formulating measures;

4. To analyze the relationship between service quality (result) and influencing factors (reasons) from five aspects: human, machine, material, law and environment, we must analyze it from big to small, from coarse to fine, and at different levels until measures can be taken;

5. Problems existing in the service process shall be implemented in accordance with the relevant provisions of Inspection and Testing, Nonconformities, Corrective and Preventive Measures and Statistical Technology Control Procedures;

6. The property service center shall summarize the application effect of statistical technology in the previous year before10.5 every year, and put forward suggestions on the application of statistical technology in the future and report them to the general manager's office of the company.

Responsibilities of property customer service 9 1. Responsible for customer service, environment and operation management of commercial properties, including professional markets, exhibition halls and apartments.

2. Responsible for the decoration, daily rent and property management fees of the settled projects.

3. Accepting the on-site maintenance declaration and customer complaints, and paying a return visit to the maintenance customers, it is necessary to conduct emergency treatment for the first-line emergencies of the property.

Responsibilities of property customer service 10 1, responsible for the management and training of department personnel;

2. Be responsible for formulating and establishing the customer service workflow of the project, and conducting supervision and inspection;

3. Be responsible for the customer service of the project, improve customer satisfaction and increase the collection rate of property fees;

4. Be responsible for making the annual work plan of property fee decomposition according to the annual budget of the project, and supervise the implementation;

5, responsible for handling key complaints from project owners/customers, and pay a return visit to key customers;

6. Responsible for organizing the construction and implementation of community cultural activities of various property projects;

7, deal with other temporary work arranged by the leadership.

Responsibilities of property customer service: 1 1 1, responsible for reception and visit registration in the lobby front desk, and providing consultation, guidance and etiquette services.

2. Be responsible for the timely dispatch or inquiry of customer service matters, and make records; Responsible for the transmission and feedback of relevant information.

3, responsible for the maintenance of the lobby order, emergency handling and common incident report.

4. Under the leadership of the customer service supervisor, handle the complaints and consultations of operators and report to the superior leaders according to the situation.

5. Be responsible for notifying and collecting the fees payable by customers.

6. Responsible for the daily patrol and inspection of the building.

7. Maintain good relations with customers, maintain quality service, try to meet the requirements of business households, and be responsible for coordination with other departments.

8. Participate in groups, foreign affairs reception, meetings, etiquette and other services.

9. Complete other tasks assigned by superiors.

Job Responsibilities of Property Customer Service 12 Job Description of Shanghai Yijinhui Real Estate Development Co., Ltd. Shanghai Yijinhui Real Estate Development Co., Ltd. and Yijinhui:

1, good at communication and coordination, able to mobilize the enthusiasm of employees and complete all work with good quality and quantity.

2. Warmly receive the owner/tenant, handle the limited complaints in time, make relevant records, summarize and track the implementation effect of each department with feedback, and pay a regular return visit.

3. Organize customer satisfaction survey and track the effect of improvement measures.

4. Coordinate the relationship between this department and other departments, and rationally allocate human and material resources.

5. Formulate the property customer service management system and build a customer service process platform.

6. Be responsible for sorting, summarizing and filing the delivery acceptance data, and cooperate with the related work of project delivery.

7. Work assigned by other leaders.

Requirements:

1, college degree or above, major in English, property management or hotel management is preferred.

2. At least 4 years relevant working experience, experience in customer service management of office buildings, shops and residences is preferred.

3. Familiar with national laws and regulations on property management.

4, good communication skills, can properly and independently come out with customer complaints, and have a certain affinity.

5. Living in Qingpu, Xu Jing or Minhang is the first choice.

Responsibilities of property customer service 13 1. Organize and implement all services provided by the department and carry out all work in an orderly manner;

2. Guide the owner to go through the check-in and decoration procedures and master the progress; Guide the reception and registration of the owner's housing facilities and public facilities maintenance, timely arrange relevant personnel to come to the door for treatment, and do a good job in the supervision and consultation of the owner on the treatment results;

3. Solve all kinds of complaints of the owners and tenants in time, and reply to the owners and tenants according to the company's service requirements, and make a return visit to the complaints; Collect and analyze all kinds of complaint records, regularly write complaint incident analysis reports, and put forward property service improvement plans;

4. Issue payment notices of various fees to the owners on time, urge the owners to pay relevant property management fees, and report the situation to the property manager on time; Guide and supervise the collection and payment of water, electricity and gas fees;

5. Visit the owners and tenants in this area regularly to solicit their opinions on service management;

6. Establish a file management system to supervise the classification and filing of all kinds of documents, including the information of owners and tenants, and all kinds of documents of the service center. Do a good job in temporary reception;

Job responsibilities of property customer service 14 1, responsible for visiting reception, registration, consultation and guidance;

2. Send and receive customer documents and daily logistics services;

3. Meeting arrangements and venue services;

4, personnel information check and access card authorization management;

5. Implement the company's management rules and regulations;

6, complete other work assigned by the leadership.

Responsibilities of property customer service post 15 1, responsible for greeting, reception, registration and guidance of visiting business households;

2. Warmly receive business owners, properly handle their complaints and maintain the relationship between business owners;

3. Responsible for call reception, project repair, complaint acceptance and tracking feedback;

4, responsible for completing other work arranged by the leadership.

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