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必威体育精装版物业管理有限公司客服中心工作手册
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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······························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.员工电话使用规范······························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.楼宇巡查管理作业标准规程··························28
20.违章处理作业标准规程····························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.重点户管理操作规程·····························53
31.钥匙管理操作规程······························58
32.车位租赁操作规程······························62
33.数据统计及信息收集管理规程·························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.社区文化活动管理标准作业规程·························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 1/1
客服中心岗位结构图
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
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