① Customer Service Manager
1). Be responsible for the overall work and management of the customer service department;
2). Pay attention to collecting and studying real estate related policies and regulations, and adjust the work in time according to the situation;
3). Responsible for the business training of customer service personnel;
4). Responsible for drafting the sales contract and participating in the determination;
5). Check the signed contract as required;
6). Contact the bank that determines the housing loan for the customer;
7) Determine the contract signing, contract filing and customer loan plan according to the sales progress;
8). Deal with special customer problems according to company principles;
9). Be responsible for the statistics of weekly sales, payment and accounts receivable and report to the leader;
10). Coordinate with other departments of the company to determine the check-in process and make unified arrangements for check-in;
1 1). According to the company's project progress and customer situation, formulate the property rights treatment plan.
② Customer service supervisor
Staffing: 2 people
Report to the superior: customer service manager
Direct report: customer service specialist
Responsibilities: Supervisor (1)
Trading network: online operation of housing subscription and contract signing. Online information management.
Sales department: review the subscription form (area, price, contract terms, etc. ) and prepare the subscription book and contract according to the draft subscription book and contract. Arrange the signing time and the list of relevant materials that customers need to submit when they go through the formalities, notify the sales department and collect documents such as registration contracts.
Customer: Sign contracts and collect information. If there is any change in the terms of the contract, you need a lawyer to confirm before signing the contract. When signing the contract, a detailed cost list will be issued to the customer. Register contracts and other documents received by customers; Go through the formalities of change, room change, check-out in fdcew.com and refund. When signing the contract, inform the customer to pay on time and get the documents, contracts, property rights, etc. You can ask the sales department for help. Statistical customer information, opinions, etc. And report and handle it in time.
Finance Department: The money received should be handed over to the Finance Department in time; Submit weekly and monthly sales reports to the finance department regularly, and check the accounts regularly; Submit a detailed list of installments; Regularly count the list of invoices to be issued, which will be issued after being audited by the finance department. The customer service department will keep a copy for filing, and the customer will exchange invoices with the finance department with the receipt.
Administration department: contact and seal the signed documents and contracts in time, and do a good job in document classification and filing management.
Responsibilities: Supervisor (2)
Premises Bureau: development project filing; Filing, modification and termination of the contract; Property right disposal; The related operation of real estate trading network; Timely understand and report the changes of the real estate bureau's service and charging policy.
Bank: determine the list of materials that customers need to submit when applying for loans; Determine the list of loan customers and contact banks, customers and lawyers to handle loan procedures; Contact the bank to determine the loan time, and timely recover the customer loan documents for filing.
Finance department: get contract tax stamps (the real estate bureau will negotiate with the finance department when there are special policies); Statistical report on bank loans.
Sales Department: List the customer information that has not been collected and hand it over to the sales department for assistance.
Customers: accept and answer customers' inquiries about handling loans, relevant filing and property rights; The customer shall report and handle the relevant requirements.
Administration Department: Contact in time to arrange stamping procedures for documents that need to be stamped.
③ Customer Service Specialist
Staffing: 2 people
Report to the superior: customer service supervisor
Job responsibilities:
Responsible for sales statistics, sales control, weekly or monthly reconciliation with finance, daily management of contracts, statistics of special terms of contracts, answering customers' calls, accepting customers' suggestions and requirements, regularly reporting the acceptance and handling results of customers' suggestions and complaints, collecting customers' information, establishing detailed files and notifying customers to pay on time. And assist the supervisor (2) to do a good job in contract filing, customer bank mortgage information sorting and so on.
workflow
1, subscription process
2. Signature process
3. Mortgage process
4, return/change rooms and renaming process
5. Delivery and registration process.