Customer service center job responsibilities
Part 1: Customer Service Center Job Responsibilities
First, customer data management
1. Data collection. In the company's daily marketing work, collecting customer information is a very important job, it is directly related to the company's marketing plan can be achieved. The collection of customer service data requires the customer service specialist to carefully extract the customer information files daily to pay attention to the development of these customers.
2. Data compilation. The customer information file extracted by the customer service commissioner is submitted to the customer service supervisor. The customer service supervisor arranges the information summary, analyzes and classifies, assigns a special person to manage all kinds of materials, and requests daily updates to avoid omissions.
3. Data processing. The customer service supervisor is assigned to the relevant customer service specialists in accordance with the principle of balancing the number of customers and taking into account the business capabilities. The customer responsible for the customer service commissioner should communicate with the customer within one week and make a detailed record.
2. Unscheduled return visits to different types of customers
The customer's needs are constantly changing. Through return visits, we not only understand the needs of different customers, market consultation, but also find out the shortcomings in our work, timely remediation and adjustment, meet customer needs, and improve customer satisfaction.
Return visit methods: telephone communication, email communication, newsletter business, etc.
Chapter 2: Customer Service Center Job Responsibilities
1. Under the leadership of the company's supervisors, take overall responsibility for the leadership and overall planning of the customer service department, and lead the staff of the department to perform their duties;
2. Reasonably formulate departmental work plans, and lead the staff of the department to complete the work plan on time, quality and quantity;
3. Responsible for the planning, organization, implementation, assessment of the business training of the department, as well as the guidance, inspection and assessment of the daily work of the department employees;
4. Responsible for the follow-up and handling of major complaints and important business complaints in the jurisdiction;
5. Assist the leaders of the property company to establish good working relationships with relevant government departments such as housing management, street, urban management, public security, and neighborhood committees;
6. Strictly save money, control the expenses of the department, and ensure that it does not overspend;
7. Review and improve the rules and regulations and work practices of the department in a timely manner;
8. Complete other tasks assigned by the leadership.
Chapter 3: Customer Service Center Job Responsibilities
1. Assist the department manager to be responsible for the daily work arrangement, supervision, inspection, coordination and daily training of the customer service assistant;
2. Responsible for the follow-up and handling of all kinds of complaints that cannot be handled by the subordinates;
3. Responsible for supervising the charging of paid services, and collecting and paying the financials every week;
4. Responsible for preparing and submitting the weekly report of the material plan and work status of the service center on time;
5. Responsible for the management of fixed assets, equipment and facilities in the department;
6. Responsible for departmental emergency dispatch when responsible for emergency situations;
7. Complete other tasks assigned by the superiors.
Chapter 4: Customer Service Center Job Responsibilities
1. Receiving the owner's visit and answering the call from the industry, answering the owner's consultation, accepting the complaints from the industry, complaints, maintenance, help, consultation and collection of the industry, and making corresponding records;
2. After accepting complaints, repairs, and assistance from the industry, in accordance with the provisions of the property company, fill in the relevant work orders and submit them to the relevant departments within the prescribed time limit, and follow up and supervise them until they are completely resolved, and call back to the business users;
3. Responsible for handling the application procedures for the renovation of the business;
4. Responsible for handling the decoration certificate, household certificate, owner's certificate, repossession and transfer of the business;
5. Responsible for the billing of maintenance fees for paid service projects, and establish accounts on a regular basis;
6. In the event of an emergency, responsible for explaining the work of the business owner;
7. Responsible for completing other tasks assigned by superiors.
Chapter 5: Customer Service Center Job Responsibilities
1.0 Fax, typing, photocopying, domestic and international long-distance service duties
1.1 Must be on time, off work, courteous hospitality, on time and quality to complete the customer's required service projects.
1.2 Actively learn and improve your skills, not only skilled, but also need to know daily maintenance and maintenance.
1.3 Regularly maintain the machine and equipment of this workbench, and check the daily inspection once a day. Source: Beautiful editors of the exam
1.4 Complete the tasks assigned by the superiors on time and in good quality.
1.5 Cultivate decent behavior and establish a good corporate image.
2.0 Mail Receiving and Responsibility
2.1 Handling letters, postcards, printed matter collection and delivery services, handling the receipt and delivery of parcels, and mail delivery should be negotiated with the relevant regulatory authorities so that the post office can have good cooperation in service.
2.2 Send the mail to the customer's room in time, and notify the customer in time for the parcel, registered mail and remittance.
2.3 Must have a high sense of responsibility and dedication.
2.4 Must understand the mail delivery business program and process.
2.5 Daily on-time and off-hours, receiving incoming and outgoing mail receipts.
2.6 Special matters such as missing mail or unclear writing should be properly handled and reported in time.
3.0 Medical Services
The basic medical emergency handling is the guarantee of customer safety, and it is the duty of the reception desk staff. It is necessary to properly train the basic medical first aid knowledge of the employees, maintain contact with the neighboring medical units, and respond to emergencies at any time.
4.0 Service Reception Precautions
4.1 Respond to the customer and the customer's inquiry, stand up and talk, can't sit and answer. You must concentrate on your mind and listen to it with your full attention. You can't look at it sideways. You should smile and be warm and welcoming when you speak.
4.2 If the customer's speech rate is too fast or ambiguous, he can say kindly: "Sorry, please speak slowly." or "Sorry, please say it again, okay?"
4.3 For questions that cannot be answered or answered unclear at one time, please apologize to the customer first, and then answer after inquiry or request. Anything that promises the customer to reply later must be trustworthy.
4.4 When answering customer questions, you need to change your tone, your teeth are clear, the sound size is right, and you have to stop your work.
4.5 For reasonable requests from customers, we should respond as quickly as possible. Excessive or unreasonable demands on customers should be suffocating.
4.6 If the customer praises your good service, don't be complacent. Answer it with humility, thank you for your compliment. This is what I should do.
5.0 Job requirements
5.1 The front office work surface should be kept clean and tidy, and no personal items should be placed. The office chairs are neatly placed, and the office chair is pushed back into the office desk when leaving.
5.2 Keep the owner's waiting area clean and tidy, and promptly add the missing free access materials, reading magazines, pens, business card holders, etc.
5.3 The owner immediately stood up with a smile and greeted the owner. When talking to the owner, you should be warm and friendly, listen carefully and answer your questions patiently. The written case shall be recorded after the special circumstances are handled, and the record of the complaint shall be on the owner's complaint record book.
5.4 The front desk personnel should cooperate with each other accordingly. When the personnel go out, there must be other personnel to make up the post. The front desk is not allowed to be on duty.
5.5 The customer service center should be quiet, and must not whisper, loudly scream or play during the work period. During the period of duty, you should not eat snacks, read newspapers or do other things that are not related to work.
5.6 The phone must be answered within 3 rings and say “Hello! Customer Service Center”. Source: Exam
5.7 Image requirements of front desk staff:
5.7.1 Advance to the post 5 minutes in advance, wearing a staff card in the uniform position of the work clothes, full of energy and work.
5.7.2 The grooming instrument is dignified and generous, and the female staff is light and makeup, facing the guests with a friendly, natural and neat appearance.
5.7.3 Do not make makeup, combing hair, etc. in the foreground.
5.7.4 Sitting posture is correct, no squatting, climbing, or other indecent movements.
5.8 Proficiency in various management systems and customer service programs.
First, customer data management
1. Data collection. In the company's daily marketing work, collecting customer information is a very important job, it is directly related to the company's marketing plan can be achieved. The collection of customer service data requires the customer service specialist to carefully extract the customer information files daily to pay attention to the development of these customers.
2. Data compilation. The customer information file extracted by the customer service commissioner is submitted to the customer service supervisor. The customer service supervisor arranges the information summary, analyzes and classifies, assigns a special person to manage all kinds of materials, and requests daily updates to avoid omissions.
3. Data processing. The customer service supervisor is assigned to the relevant customer service specialists in accordance with the principle of balancing the number of customers and taking into account the business capabilities. The customer responsible for the customer service commissioner should communicate with the customer within one week and make a detailed record.
2. Unscheduled return visits to different types of customers
The customer's needs are constantly changing. Through return visits, we not only understand the needs of different customers, market consultation, but also find out the shortcomings in our work, timely remediation and adjustment, meet customer needs, and improve customer satisfaction.
Return visit methods: telephone communication, email communication, newsletter business, etc.
Chapter 2: Customer Service Center Job Responsibilities
1. Under the leadership of the company's supervisors, take overall responsibility for the leadership and overall planning of the customer service department, and lead the staff of the department to perform their duties;
2. Reasonably formulate departmental work plans, and lead the staff of the department to complete the work plan on time, quality and quantity;
3. Responsible for the planning, organization, implementation, assessment of the business training of the department, as well as the guidance, inspection and assessment of the daily work of the department employees;
4. Responsible for the follow-up and handling of major complaints and important business complaints in the jurisdiction;
5. Assist the leaders of the property company to establish good working relationships with relevant government departments such as housing management, street, urban management, public security, and neighborhood committees;
6. Strictly save money, control the expenses of the department, and ensure that it does not overspend;
7. Review and improve the rules and regulations and work practices of the department in a timely manner;
8. Complete other tasks assigned by the leadership.
Chapter 3: Customer Service Center Job Responsibilities
1. Assist the department manager to be responsible for the daily work arrangement, supervision, inspection, coordination and daily training of the customer service assistant;
2. Responsible for the follow-up and handling of all kinds of complaints that cannot be handled by the subordinates;
3. Responsible for supervising the charging of paid services, and collecting and paying the financials every week;
4. Responsible for preparing and submitting the weekly report of the material plan and work status of the service center on time;
5. Responsible for the management of fixed assets, equipment and facilities in the department;
6. Responsible for departmental emergency dispatch when responsible for emergency situations;
7. Complete other tasks assigned by the superiors.
Chapter 4: Customer Service Center Job Responsibilities
1. Receiving the owner's visit and answering the call from the industry, answering the owner's consultation, accepting the complaints from the industry, complaints, maintenance, help, consultation and collection of the industry, and making corresponding records;
2. After accepting complaints, repairs, and assistance from the industry, in accordance with the provisions of the property company, fill in the relevant work orders and submit them to the relevant departments within the prescribed time limit, and follow up and supervise them until they are completely resolved, and call back to the business users;
3. Responsible for handling the application procedures for the renovation of the business;
4. Responsible for handling the decoration certificate, household certificate, owner's certificate, repossession and transfer of the business;
5. Responsible for the billing of maintenance fees for paid service projects, and establish accounts on a regular basis;
6. In the event of an emergency, responsible for explaining the work of the business owner;
7. Responsible for completing other tasks assigned by superiors.
Chapter 5: Customer Service Center Job Responsibilities
1.0 Fax, typing, photocopying, domestic and international long-distance service duties
1.1 Must be on time, off work, courteous hospitality, on time and quality to complete the customer's required service projects.
1.2 Actively learn and improve your skills, not only skilled, but also need to know daily maintenance and maintenance.
1.3 Regularly maintain the machine and equipment of this workbench, and check the daily inspection once a day. Source: Beautiful editors of the exam
1.4 Complete the tasks assigned by the superiors on time and in good quality.
1.5 Cultivate decent behavior and establish a good corporate image.
2.0 Mail Receiving and Responsibility
2.1 Handling letters, postcards, printed matter collection and delivery services, handling the receipt and delivery of parcels, and mail delivery should be negotiated with the relevant regulatory authorities so that the post office can have good cooperation in service.
2.2 Send the mail to the customer's room in time, and notify the customer in time for the parcel, registered mail and remittance.
2.3 Must have a high sense of responsibility and dedication.
2.4 Must understand the mail delivery business program and process.
2.5 Daily on-time and off-hours, receiving incoming and outgoing mail receipts.
2.6 Special matters such as missing mail or unclear writing should be properly handled and reported in time.
3.0 Medical Services
The basic medical emergency handling is the guarantee of customer safety, and it is the duty of the reception desk staff. It is necessary to properly train the basic medical first aid knowledge of the employees, maintain contact with the neighboring medical units, and respond to emergencies at any time.
4.0 Service Reception Precautions
4.1 Respond to the customer and the customer's inquiry, stand up and talk, can't sit and answer. You must concentrate on your mind and listen to it with your full attention. You can't look at it sideways. You should smile and be warm and welcoming when you speak.
4.2 If the customer's speech rate is too fast or ambiguous, he can say kindly: "Sorry, please speak slowly." or "Sorry, please say it again, okay?"
4.3 For questions that cannot be answered or answered unclear at one time, please apologize to the customer first, and then answer after inquiry or request. Anything that promises the customer to reply later must be trustworthy.
4.4 When answering customer questions, you need to change your tone, your teeth are clear, the sound size is right, and you have to stop your work.
4.5 For reasonable requests from customers, we should respond as quickly as possible. Excessive or unreasonable demands on customers should be suffocating.
4.6 If the customer praises your good service, don't be complacent. Answer it with humility, thank you for your compliment. This is what I should do.
5.0 Job requirements
5.1 The front office work surface should be kept clean and tidy, and no personal items should be placed. The office chairs are neatly placed, and the office chair is pushed back into the office desk when leaving.
5.2 Keep the owner's waiting area clean and tidy, and promptly add the missing free access materials, reading magazines, pens, business card holders, etc.
5.3 The owner immediately stood up with a smile and greeted the owner. When talking to the owner, you should be warm and friendly, listen carefully and answer your questions patiently. The written case shall be recorded after the special circumstances are handled, and the record of the complaint shall be on the owner's complaint record book.
5.4 The front desk personnel should cooperate with each other accordingly. When the personnel go out, there must be other personnel to make up the post. The front desk is not allowed to be on duty.
5.5 The customer service center should be quiet, and must not whisper, loudly scream or play during the work period. During the period of duty, you should not eat snacks, read newspapers or do other things that are not related to work.
5.6 The phone must be answered within 3 rings and say “Hello! Customer Service Center”. Source: Exam
5.7 Image requirements of front desk staff:
5.7.1 Advance to the post 5 minutes in advance, wearing a staff card in the uniform position of the work clothes, full of energy and work.
5.7.2 The grooming instrument is dignified and generous, and the female staff is light and makeup, facing the guests with a friendly, natural and neat appearance.
5.7.3 Do not make makeup, combing hair, etc. in the foreground.
5.7.4 Sitting posture is correct, no squatting, climbing, or other indecent movements.
5.8 Proficiency in various management systems and customer service programs.
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