2. Answer the phone with a unified greeting, "Hello, China Trade Customer Service Department";
3. Warmly and generously receive customers, actively help customers solve problems, and seriously answer customers' questions, so as to create feelings and benefits through service.
4. Be able to handle common technical problems and difficult technical problems independently.
5. Do a good job seriously and responsibly, and strictly abide by the company's rules and regulations;
6. Be familiar with the company's processes and departmental operation processes and strictly abide by them;
7. Be warm and generous when receiving customers, actively help customers solve problems, communicate with customers frequently, establish the company's image in the eyes of customers, and consolidate the company's position in the eyes of customers.
8. Actively cooperate with the department head, effectively complete the affairs temporarily assigned by the head, actively assist other colleagues in their work, maintain a cooperative attitude in their work, and complete all the work efficiently and quickly.
9. Finish the work that day.
Head of customer service department
1, set an example, standardize the implementation of the company's rules and regulations, and successfully complete their own work tasks. Report directly to the general manager of the company and accept his leadership.
2. Organize customer service and maintain the company's good image in the market. Cooperate with other departments to obtain the ideal economic benefits of the company.
3. Reasonably arrange the work of the employees in this department, and lead the employees in this department to complete the tasks that this department should undertake. At the same time, conduct a fair and scientific assessment of the work performance of employees in this department, and put forward suggestions on rewards and punishments in charge.
4. Be responsible for the training and business guidance of employees in this department, and actively improve the work enthusiasm and business quality of subordinates. Emphasize professional ethics and teamwork spirit.
5. Be responsible for submitting reports and analysis of the work under their jurisdiction to the leaders on a regular basis, and put forward corresponding measures. Work should be vertical up and down, and departments should communicate horizontally. And always pay attention to the work of employees within the department.
6. Do a good job in coordination and management with other departments.
(1) and the warehousing department: the warehousing department shall provide the customer service department with the information that there is no shortage on that day in time every day. And the out-of-stock styles are expected to arrive in a few days.
② With the after-sales department: The after-sales department should deal with the problems that need to be solved in the past transferred by the customer service specialist in time, and communicate with customers in time.
③ Cooperate with the Marketing Department: If the Marketing Department has any promotion activities, it should communicate with the relevant responsible personnel of the customer service department in time, so that the customer service department can appropriately increase customer service specialists on the day of the activities to ensure the smooth progress of the activities.
④ Communication with Human Resources Department: Customer Service Department communicates with Human Resources Department in time the input and output requirements of its personnel.
⑤. Contact the technical department: If the description of the baby is found to be improper, contact the technical department in time, and the technical department will correct it in time after confirmation.
Responsibilities of the customer service team leader:
1, responsible for the supervision and supervision of our customer service specialist's daily work. Report directly to the customer service supervisor and accept his leadership.
2. Timely summarize the customer service problems encountered in daily work, and analyze and summarize them to the customer service supervisor.
3. Assist the customer service supervisor to complete the work arrangement of the employees in this department.
Responsibilities of the Customer Service Specialist:
1, contact buyers for consultation through online sales tools, so that interested customers can reach a deal.
2. Familiar with the company's product information and product transaction process. Understand the needs of customers and correctly describe the characteristics of products. According to the customer's needs, reasonably recommend styles and sizes for customers and promote the conclusion of the transaction.
3, accurate, concise, efficient and friendly reply to all kinds of questions raised by customers when buying. Ask for help from colleagues or customer service team leaders who can't solve it themselves.
4. When consulting, put yourself in the customer's shoes and make a quick and correct response to the customer's inquiry at the first time. Retain every high-quality customer with first-class service. And expect to develop a group of high-quality customers with it as the center. Fully tap the customer's word-of-mouth communication effect.
5. Establish a professional, efficient, responsible and trustworthy corporate image among customers with thoughtful, thoughtful and efficient service every time.
6. Strict work style, correct work flow and high sense of responsibility. Avoid personal emotions causing losses to the company.
7, timely feedback to the superior leadership problems encountered in the work and solve them quickly.
Further reading
Responsibilities of the manager of property customer service department
1. Resolutely implement the national principles and policies, Shi Sheng's policies on property management and the company's relevant rules and regulations.
Second, according to the principle of unified management and professional division of responsibilities, arrange the work of the personnel of this department, convene and preside over ministerial meetings, and lead the personnel of this department to complete the task indicators issued by the management office in time.
Three, formulate the work plan of the department, guide and assist the subordinate responsible person to formulate the work plan, regularly check, supervise and investigate violations, and put forward corrective measures.
Fourth, stick to your post, go to work on time, dress neatly, warmly receive the owners and visitors, patiently explain the owners' complaints and handle them in time.
Five, responsible for handling residents' complaints about the work of this management office, and shall not delay or shirk, and make good relations with the owners.
Six, strengthen the unity and cooperation of employees in this department, evaluate the work of employees fairly, do a good job in labor discipline inspection and rewards and punishments, and mobilize the enthusiasm of employees.
Seven, submit the department plan to the director of the management office.
Eight, responsible for supervising the procurement, warehousing and warehousing of materials in this department.
Nine, responsible for the formulation and coordination of domestic service, sanitation management and convenience service projects.
Ten, responsible for the overall management of commercial outlets and family service stalls within the jurisdiction.
Eleven, greening and cleaning work to implement partition dicing lump sum operation management, so that the tasks between employees are clear and the responsibilities are clear.
Twelve, adhere to patrol the apartment twice a day, found that the problem on-site supervision and solution.
Thirteen, widely accept residents' opinions and suggestions on greening and cleaning management, in order to improve the work level.
Fourteen, complete other work assigned by the leadership.
Responsibilities of Customer Service Department Part II Directly affiliated department: Customer Service Department.
Direct supervisor: Customer Service Manager
Scope of application: customer service supervisor of each store
1. Pay attention to departmental etiquette and provide a good external image of the company;
2. Maintain good service order and provide high-quality customer service;
3. Provide information, serve as a bridge between customers and the company, and be responsible for the customer service department of the shopping mall.
Main work:
1. Check the etiquette and clothing of employees every day;
2. Check the customer service workflow of employees to ensure the service quality;
3. Do a good job in customer complaints and reception;
4. Set an example, advocate the business philosophy of "customer first" and put an end to disputes between employees and customers;
5. Coordinate with government departments to ensure a good external environment of the mall;
6. Do a good job in recruiting members and visiting major customers;
7. Strictly manage trolleys and sell shopping bags;
8. Guide the standardization of gift distribution, customer packaging, storage and return.
9. Make the staff scheduling table and strictly control the staff cost;
10. Responsible for arranging the professional knowledge training and performance appraisal of employees;
1 1. Responsible for arranging the release and tracking of supermarket news and ensuring the implementation of various promotional activities in the mall;
12. Guide the delivery office to work according to the company's specifications.
Auxiliary work:
1. Be responsible for the environmental sanitation in the responsible area and provide customers with a good shopping environment;
2. Assist in passenger flow guidance and security at entrances and exits;
3. Assist in the tally and replenishment of promotional goods in the front desk area, and manage the system "Responsibilities of Customer Service Department in Shopping Mall".
Job responsibilities of customer service department 3 1, daily management of the department and regular meetings of the department;
2. Collect vip customer information and survey data to provide necessary reference for the company's decision-making;
3. Strengthen the training and work guidance of the front desk, switchboard and broadcasting posts, and urge subordinates to do a good job in various services;
4. On the basis of implementing the vip manual of the Group, maintain vip management that conforms to the characteristics of the store and guide the vip service management of the store;
5. Develop and maintain vip members and manage the use of membership cards;
6. Manage vip member services in the store, plan vip member activities, and seek cooperation from external business alliances;
7. Be responsible for the quality management of goods in the store, conduct documentary review of suppliers' entry according to the group management process, be responsible for the inspection and assessment of goods quality, and comprehensively monitor the qualified rate of goods quality;
8. Responsible for receiving customers' visits, assisting business departments to handle major customer complaints, and following up the complaints transferred from 400 groups. For major complaints that cannot be solved in the store, contact the superior industrial and commercial department to accept and solve them and follow them up in real time;
9. Be responsible for the collection and filing of store contracts, manage the safety and accuracy of contracts, and cooperate with the inspection of the group;
10, formulate the work plan of department personnel, and organize the implementation of daily training and performance appraisal management;
1 1, responsible for the maintenance and management of customer service facilities and vip prize distribution management;
12, be familiar with and implement the emergency plan of the mall, be responsible for reporting the on-site accidents in time, and ask all relevant departments to take photos and save the on-site data;
13, responsible for the relationship maintenance of local government functional departments such as the local Ministry of Commerce, the Industrial and Commercial Bureau, the Quality Inspection Bureau, the Consumer Protection Committee, and the inspection agency; Cooperate with various tasks and activities carried out or arranged by local government functional departments or agencies;
Responsibilities of customer service department 4 1. Familiar with the basic background operation of the experimental platform, and communicate with customers as needed to complete various matters that need background operation.
2. Actively learn the corresponding operational knowledge and provide customers with satisfactory answers from a professional perspective;
3. Responsible for answering 400 customer service calls and answering inquiries;
4. Responsible for customer service coordination and product after-sales treatment;
5. Coordinate the contact and cooperation between customer service department and other departments;
6, visit customers regularly, responsible for communication and solve the problem of customer feedback, cooperate with relevant departments to do a good job in customer service,
Responsibilities of customer service department 5 1. Communicate with customers in time, establish good relations with customers, worry about what customers are anxious and think about what customers think;
2. Maintain customer resources and prevent customer loss;
3. Provide customers with product follow-up services;
4. Understand the market demand of customers and provide feedback information for other departments in order to improve services;
5. Use customer resources to develop new customers;
6. Promote new products and projects to customers;
7. Understand customers' suggestions, complaints and demands. And coordinate follow-up treatment;
8. Provide other possible services for customers.
Responsibilities of Customer Service Department 6 1) Under the leadership of the director of the management office, comprehensively supervise the responsibilities of the building, public facilities, public security, transportation, cleaning and property customer service department in the community.
2) Abide by the company's work system, go to work on time, dress neatly, show certificates, warmly receive residents and visiting guests, patiently explain residents' complaints and deal with them in time (generally within 24 hours).
5) Familiar with the structure, facilities and pipelines of residential buildings, the types, numbers and households of households, as well as the charging standards and calculation methods;
6) Be familiar with the management regulations of property, city appearance and sanitation, greening, public security, fire protection and other relevant municipal departments, and be able to skillfully use them in daily work;
7) Be responsible for putting forward the work plan for the management service of the responsible area, supervising, [[inspecting the maintenance, greening, public security, cleaning and disinfection of the management office, and handling violations and emergencies in the responsible area; In case of fire, ladder, typhoon and public security cases, know the emergency treatment methods and deal with them effectively and timely.
8) Visit the buildings in the jurisdiction twice a day in detail, maintain the safety, integrity and beauty of public facilities and buildings, supervise the renovation project of residents, deal with any illegal acts in time, and keep a daily work diary.
9) Close friendly contact with residents, visit residents regularly, solicit their opinions and suggestions, fill in residents' return visit records, summarize residents' opinions and report them to the director of management office.
10) to publicize the state's principles and policies to residents, timely convey the notices and regulations of the government and the company, and assist the public security, neighborhood committees and other departments in their work.
1 1) is responsible for the accounting management of the staff canteen.
12) Assist in organizing and implementing community cultural activities; Complete other tasks assigned by superior leaders and manage the system "Responsibilities of Property Customer Service Department".
Basic requirements:
1) The complaint handling rate reaches100%;
2) The collection rate of management fees is 98%;
The effective monthly complaint rate of households is less than 2%.
2.0 Customer Service Front Desk
Direct supervisor: Director of Management Department
Direct reports: None
Job responsibilities:
1) Consciously abide by the company's rules and regulations, be responsible for the reception at the front desk, record the contents of calls and visits, accept complaints from business households and follow up;
2) Be responsible for planning, summarizing, modifying and proofreading internal official documents (materials);
3) Responsible for signing and registering external documents and distributing them to relevant leaders and departments for circulation according to their attributes;
4) Assist in arranging all kinds of meetings of the company, keep meeting minutes and prepare meeting minutes as required;
5) Be responsible for the formalities and accommodation of newly hired personnel;
6) Responsible for the acceptance, storage and distribution of purchased items;
7) Abide by the principle of confidentiality, strengthen the concept of confidentiality, act in strict accordance with working procedures, and do not spread or disseminate confidential matters such as company information and decisions that come into contact with the work;
8) Establish and improve the file management, check the files regularly, and report to the superior in time if the files are incomplete or lost and try to improve them.
9) Publicize the national policies to the residents, timely convey the notices and regulations of the government and the company, and assist the public security, neighborhood committees and other related work.
10) assist the property manager to do a good job in security, maintenance, cleaning and greening, maintenance, complaints and other duties within the jurisdiction.
1 1) Complete other tasks assigned by the leaders.
Basic requirements:
1) The complaint handling rate reaches100%;
2) The collection rate of management fees is 98%;
The effective monthly complaint rate of households is less than 2%.
3.0 cashier
Direct supervisor: Director/Manager of Management Office/Finance Department.
Direct reports: None
Job responsibilities:
1) Under the direct leadership of the management office director, assist the accounting/cashier work of the company's finance department, and be responsible for the collection/statistics/accounting of various expenses of the management office;
2) Accept the guidance and supervision of the company's finance department in business, and ensure that the monthly statement is completed on weekdays, and the accounts are consistent/the amount is consistent;
3) Be responsible for the storage of cash/bills in the management office, timely deposit or transfer according to the company's regulations, and report to the finance department on time;
4) Responsible for the bank collection of comprehensive property management fees, check the collection situation, timely collect overdue fees, and prepare quarterly arrears statistics;
5) Be responsible for answering the consultation of the owner/tenant about the comprehensive management fee;
6) Responsible for returning all kinds of deposits of residential customers;
7) Responsible for the preparation/distribution of the notice of comprehensive property management fee in the residential area;
8) Complete other tasks assigned by the management director and superior leaders.
Basic requirements:
1) Ensure that the accuracy of charge calculation is100%;
2) Timely dunning, and report any problems found in time.
Responsibilities of customer service department 7 1. Responsible for customer development, maintenance and tracking on the Internet financial platform;
2. Responsible for the collection and system entry of customer data, and analyze the corresponding data to obtain and refine customer requirements;
3. Responsible for the business consultation and reply of the Internet financial platform webpage and 400 customer service hotline, and make records and registration;
4. Responsible for the information review of the information release column of the Internet financial platform, and convey information to the website customers through SMS, email, telephone and other forms;
5. Responsible for the collection and statistics of data and information related to the Internet platform;
6. Marketing the company's products to unregistered users of online business consultation, tracking customers who have served regularly, understanding customer needs and establishing deep-seated customer relationships.
Job requirements;
1, with financial customer service or sales experience, good service awareness, and good at understanding and solving customer concerns;
2. Have the ability of customer service and product guidance, and be proficient in using various social tools;
3. College degree or above, able to understand the company's products and service processes and exchange and promote them appropriately;
4. Have Internet thinking and the ability to accept new information;
5. Cheerful personality, strong sense of responsibility, good communication and coordination skills and teamwork awareness, strong execution, and able to work under great pressure.
Responsibilities of customer service department: 8 1. Responsible for the investigation and damage assessment of personal injury cases;
2, responsible for the re investigation of major and difficult cases, and put forward the investigation opinions and report;
3. Assist in mediation, litigation and recovery of cases;
4. Be responsible for tracking and cleaning up the unresolved cases that have been handled;
5. Responsible for completing other tasks assigned by the leaders.
Responsibilities of customer service department: 9 1. Responsible for the reception, docking, handling, tracking and return visit of customer complaints during signing, handover and residence;
2. Responsible for the explanation, communication and coordination of the docking between government functional departments and the media when customers disagree;
3. Be responsible for risk early warning, customer communication, objection negotiation and written confirmation. Design changes, white drawings/field objections, contract omissions, etc.
4. Be responsible for collecting customers' opinions and investigating customers' objections, and regularly follow up and sort out customers' emotions in online forums;
5. Be responsible for risk assessment, consultation and implementation of centralized design and construction improvement before and after delivery;
6. According to the statistics of customer complaints, feedback customers' opinions on product quality, design and construction to the company and relevant departments, and put forward relevant improvement suggestions;
7. Submit the post-delivery evaluation report 1 month after the project delivery;
8, according to the project owner signing time or delivery time, the implementation of quasi-grinding stable old owner satisfaction survey, submit the "customer satisfaction survey report";
9, the project whole cycle risk prevention and control work;
10, project public opinion handling and follow-up,
Responsibilities of customer service department: 10 1. Provide fast, accurate and professional consultation and service for customers' problems, and make statistical analysis.
2. The whole process of handling general customer complaints and following up complaints.
3. Participate in various trainings organized by departments and update business knowledge in time.
4, responsible for dealing with information exchange with merchants.
5. Statistical analysis of data
6. According to the arrangement, complete the customer return visit and other outgoing calls.
7. Complete other tasks assigned by superiors.
Requirements:
1, college degree or above, more than half a year's work experience, experience in third-party payment or finance is preferred;
2, good communication and coordination skills, service awareness in place, strong adaptability.
3. Have strong psychological endurance, good understanding, learning, language expression and communication skills.
4. Be patient and responsible for the work, and have a strong sense of responsibility and teamwork spirit.
Responsibilities of customer service department: 1 1 1. Be responsible for formulating customer maintenance principles and standards, and assist in formulating standard customer maintenance workflow specifications.
2. Responsible for managing the operation of various service items of the customer service department.
3. Be responsible for the training, encouragement, evaluation and examination of customer service department.
4. Responsible for the statistical analysis and management of enterprise customer resources.
5. Be responsible for paying regular return visits to the customers served according to the classification management regulations.
6. According to the relevant requirements of the customer service department, be responsible for maintaining the customer relationship with the customers served.
7. Responsible for supervising the handling process of customer complaints and service quality opinions, and feeding back the results.
8. Be responsible for the reception management of key customers and maintain long-term communication and cooperation with them.
9. Responsible for coordinating and maintaining the relationship between the customer service department and other departments of the enterprise.
10, responsible for reception management in the front office.
1 1, timely review and improve the rules and regulations and work specifications of the department;
12, responsible for creating communication opportunities for senior leaders of enterprises.
13. Complete other tasks assigned by the leaders.
Responsibilities of customer service department: 12 1. According to the loan demand, collect the information needed by customers for loans;
2. Accept customer consultation, record the contents of customer consultation and complaint, and give customer feedback according to the corresponding process;
3. Be able to discover the needs and opinions of loan customers in time, and record and report them;
4. Provide customers with complete and accurate solutions and information, solve customer problems and provide quality services;
5, good work execution, work or related operations in strict accordance with norms and processes;
6. Share information with colleagues or supervisors, accumulate knowledge, and provide basis for process improvement;
7. One-stop solution to customer needs, providing customers with loan consultation and loan progress service;
Requirements:
1, age 18-28 years old, male or female;
2, college degree or above, customer service experience is preferred;
3. Strong sense of teamwork, serious and responsible work, high patience with work, quick adaptation to the working environment and obedience to leadership and management.
Job responsibilities of customer service department 13 related systems and responsibilities of hospital customer service department, which consists of propaganda department, marketing department and physical examination center. The responsibilities of each department are as follows: The responsibilities of the propaganda department are under the leadership of the dean, and the propaganda department is fully responsible for the propaganda work of the hospital. (1) Actively publicize experts, specialties and special diseases in the hospital; publicize ...
Responsibilities of hospital customer service department
The customer service department consists of propaganda department, marketing department and physical examination center. The responsibilities of each department are as follows:
Job responsibilities of propaganda department
The propaganda department, under the leadership of the dean, is fully responsible for the propaganda work of the hospital.
(1) Actively publicize experts, specialties and special diseases in the hospital; Publicize the new medical technology and special services of the hospital; Publicize the good practices and experiences of hospital reform and development; Advanced collectives and individuals who publicize hospital medical ethics.
(2) Responsible for the contact between the hospital and news organizations and receiving media visits.
(3) Writing and reviewing external publicity manuscripts.
(4) Keep in touch with all departments in the hospital, and timely arrange to complete the production of hospital signs, signs, signs, publicity banners and other contents.
(5) Responsible for the design, review, compilation and release of hospital publicity materials.
(6) Responsible for the construction of the hospital website.
(7) Responsible for health education in the hospital.
(8) Do a good job of retaining and archiving the image data of large-scale hospital activities and important meetings.
Responsibilities of marketing department:
(1) Understand and master the trends and information of the medical market in time, be responsible for the collection, statistics and analysis of market information and competitive information in the industry, put forward improvement suggestions, communicate and coordinate with various functional departments and clinical medical departments, and improve the level of medical services.
(2) According to the market information, formulate marketing plans and strategies, explore the medical market, and promote foreign exchanges and cooperation.
(3) Responsible for accompanying diagnosis, examination and hospitalization of patients referred by the community.
(4) Responsible for cooperation and communication with the emergency center.
(5) Responsible for planning and organizing free clinics in large and small hospitals and other activities to expand the visibility and recognition of hospitals.
(6) Responsible for a series of business processes and written work such as consultation, intention and negotiation of cooperation projects between hospitals and community hospitals and township hospitals.
Responsibilities of the health examination center
(1) Carry out various physical examination services such as pre-employment physical examination, post-transfer physical examination, post-departure physical examination, physical examination of units and groups in hospitals or at home, and personal health examination.
(2) For the physical examination of the employees and individuals of the employer, corresponding physical examination items are designed according to the age, gender and the needs of the examinee, and professional doctors provide personalized physical examination design, and evaluate and guide the physical examination results.
(3) Responsible for organizing and implementing various occupational and non-occupational physical examinations.
(4) provide physical examination for retired cadres of enterprises and institutions.
(5) Annual examination of new learner drivers and physical examination of special types of work (electrician, welder, lifting forklift, refrigeration, aerial work, etc.). ).
(6) Personal or individual health examination, health file management, post-health service and health tracking service.
(7) Provide training on occupational health knowledge, health knowledge and physical examination knowledge for employers.
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