In our daily life, each of us may come into contact with job responsibilities, and formulating job responsibilities can maximize the scientific allocation of labor and employment. How are the general job responsibilities formulated? The following is the job responsibilities of the sales service department (7 general articles) that I sorted out for you, for reference only. Let's have a look.
Responsibilities of Sales Service Department 1 ① Work objectives:
Provide customers with professional, high-quality, timely and comprehensive after-sales service, strive to improve customer satisfaction, enhance the company's reputation advantage and expand the company's competitiveness in the same industry.
(2) Working principle:
Let customers enjoy the service of loving sports posts while having comfortable space. Customer-oriented, honesty-oriented, warm and thoughtful; Quick response, timely handling, accurate and professional.
(3) Department responsibilities:
1, formulate service standards, work specifications and workflow, and provide customer service training;
2. Accept customer complaints (complaints, consultation, suggestions and problems), coordinate relevant departments to solve customer complaints in time, and track and supervise the handling of complaints;
3. Establish customer data files and maintain effective communication and contact with customers;
4. Arrange service items such as change notice, progress notice and occupancy notice;
5. Organize handover and check-in;
6. Organize and coordinate the company's customer service resources and coordinate all departments of the company to carry out customer service work;
7. Responsible for the joint examination, signing and filing of the house purchase contract and the daily management of the company's house purchase contract;
8. Assist customers to handle bank mortgage loans;
9. Handle the real estate license for customers.
Responsibilities of Sales Service Department 2 1. Under the direct leadership of the project manager, carry out the responsibilities related to customer service management in the company's quality policy and quality objectives.
2. Be responsible for the overall leadership and management of the customer service department, formulate the work objectives and work plans of this department according to the actual situation of the community and organize their implementation.
3. Pass the customer's complaints or feedback information to relevant departments in time.
4. Be responsible for mobilizing the enthusiasm of employees in this department, caring about their life and study, improving their quality, putting "customer service" in the first place, and checking and urging employees to perform their duties seriously.
5. Communicate with customers at any time, listen to customers' opinions and suggestions extensively, strive to meet customers' requirements, and become a bridge between the company and customers.
6. Establish extensive market information and master first-hand information to facilitate customer service and daily work at any time.
7. Establish a pioneering spirit and keep innovating at work.
8. Conduct regular questionnaires and spot checks to understand the situation, listen to opinions and maintain good cooperative relations with customers.
9. Organize regular training for department personnel, constantly improve employees' service awareness and business ability, and make the work more standardized.
10. Responsible for drafting weekly, monthly and annual work plans, summarizing the completion of planned work, and reporting to the direct leader.
1 1. Complete other tasks assigned by superior leaders.
Responsibilities of Sales Service Department 3 I. Customer Information Resource Management
1. Formulate measures for the management of the company's customer relationship;
2. Market research and overall progress of the company's customer relationship management system;
3. Establish a complete corporate customer database;
4. Strengthen the module management and process monitoring management of the company's customer relationship management information platform;
5. Collect customer service trends of competitors and other companies.
Two. Receiving and handling customer complaints
1. Establish management measures for handling customer complaints and return visits, collect and feedback customer opinions, and follow up and return visits to customer complaints;
2. Set up a customer service hotline to be answered by a special person, and record the opinions, suggestions and complaints of customers;
3. Implement the responsibility system of first inquiry, accept and handle customer complaints, and the person in charge of first inquiry is responsible for tracking, following up and implementing the complaint handling process and replying to customers;
4. Prepare the monthly customer complaint report and the acceptance and handling of the customer service center; Implement a special person who is responsible for sorting out and counting customer complaint information on a monthly basis, establish a customer complaint ledger and properly keep the information;
Third, customer online marketing management
1. Open the "Owners' Forum" window on the enterprise website to directly reply to customers' opinions, suggestions and complaints;
2. Establish channels for corporate customers to submit opinions, suggestions and complaints, and set up special customer complaint mailboxes;
3. Track and reply to customers' opinions online;
4. Establish the company's "spokesperson" system to track and handle all kinds of inquiries and complaints from online customers.
Fourth, the management of member clubs.
1. Basic data management of member customers. For example, it includes membership hobbies, important holiday tips, membership points and so on.
2. Prepare publicity materials for member clubs, and recruit new members (including procedures such as qualification, examination, membership registration and membership card issuance);
3. Formulate the annual activity plan of Jindu, and participate in the planning and organization of members' networking activities; Maintain member activity records, manage and track member activities.
4. Regularly send and distribute club magazines and information related to the company's real estate development to members, and maintain information exchange;
5. Participate in planning and organizing community cultural activities.
Verb (abbreviation of verb) legal affairs management
1. Handle company-related legal affairs and provide necessary legal affairs consultation for customers;
2. To provide legal advice for the modification of the terms of the company's temporary house purchase contract (subscription book) and the terms of the house sales contract (including supplementary contracts);
3. Responsible for handling the company's legal litigation affairs;
Responsibilities of Sales Service Department 4 i. Supervisor
1. Be responsible for the operation manager and the overall work of the after-sales service department.
2. Ensure that the company's various rules and regulations are implemented in the managed area.
3. Guide and urge the front desk staff to do a good job in customer service.
4. Reasonably distribute the work of personnel in various positions in the region.
5. Accept and handle customer complaints, and timely feedback to relevant departments.
6. Track after-sales information feedback, and be responsible for customer return visit complaints.
7. Guide the front desk staff to handle customer returns, issue invoices, deposits, etc.
8. Be responsible for receiving customers' telephone reservations and group shopping.
9. Supervise the customer service of employees in all departments of the mall.
10. Complete other tasks assigned by superiors.
Second, the assistant in charge
1. Be responsible for the supervisor and assist the supervisor in handling all work.
2. Exercise the power of the supervisor in his absence.
Third, the front desk foreman
1. Be responsible for the supervisor and the daily work of the reception desk.
2. Supervise and inspect the service work of the front desk staff.
3. Complete other tasks assigned by the supervisor.
Fourth, the front desk attendant
1. Strictly implement the company's customer service standards and etiquette norms, provide customers with smiling, enthusiastic, proactive and fast services, and establish a good image of the company.
2. Responsible for receiving and handling the customer's return service.
3. Be responsible for answering and recording telephone calls, especially feeding back customers' suggestions in time.
4. Accept customers' face-to-face and telephone complaints, and be responsible for handling customer complaints according to the company's procedures to make customers feel satisfied.
5. Answer customers' questions and be responsible for providing help to customers.
6. Be responsible for providing invoice services to customers.
7. Be responsible for the management of gifts, and assist the planning department in activities such as lottery and public welfare sponsorship.
8. Responsible for the management of automatic lockers and the storage of large items.
9. Responsible for the cleaning and sanitation of the main service desk.
Sales Service Department Responsibilities 5 1. Establish customer files: cooperate with front office, catering department, housekeeping department and entertainment department to establish perfect customer files. A perfect customer file should reflect the personalized situation of the guests (see the customer file table for details), and make a customer maintenance and return visit plan according to the customer file, which will be implemented after being approved by the company.
2. Follow-up and supervision of the consumption process: during the peak consumption period, the customer service department should visit the consumption site in person, follow up and supervise the services of various departments, collect guests' opinions, and solve guests' complaints and other reasonable requirements.
3. Responsible for customers' gifts and compensation: on behalf of the company, formulate the reward scheme for old customers' points and implement the gifts to customers; When a guest has a major complaint after consumption, he will appease and compensate the guest on behalf of the company, so that every consumer can be happy and satisfied.
4. Return visit after consumption: All departments should immediately feedback the consumption items, time and amount of the guests to the customer service department, and the customer service department should register and summarize them in time and return visit immediately, and feedback the opinions of the guests to the resort leaders and the general manager of the company in time.
5. Contact customers regularly: contact customers regularly according to the records and customer maintenance return visit plan, and call at least once a week, and keep contact records.
6. Information feedback: timely spread the company's promotion plan to old customers. Timely feedback customer changes to the management department and the finance department, such as changes in company customers and individual customers' work units.
7. When signing the consumption agreement with the guests, the front office, the food and beverage department and other departments should send the order to the customer service department in time. The customer service department shall timely register and track according to the items and time on the consumption order.
8. Assist in financial collection.
Sales Service Department Job Responsibilities 6 Job Description:
1. Formulate the annual after-sales service strategy, organize the collection of relevant information, and timely understand and supervise the operation and implementation of the department.
2. Be responsible for making the annual business plan and expense budget of after-sales service department.
3, the construction and management of service system, task allocation, responsible for the construction of the department staff, put forward and review the deployment of subordinate departments, training and assessment opinions; Responsible for coordinating the relationship within the department, between the department and other departments of the company, and solving disputes; Supervise the implementation of departmental work objectives and budgets, and give timely guidance.
4. Safety management and supervision of after-sales service parts warehouse, timely supply market parts demand, and formulate and supervise parts sales tasks.
5. Ensure the smooth operation of Three Guarantees management, raise objections to the final ruling of Three Guarantees, and supervise and assess the misjudgment of Three Guarantees.
6. Supervise the collection, feedback and handling of market quality information, and supervise and assess the timely rate of complaint handling.
7. Service network construction: the overall planning of service network, the formulation and completion of service shop construction tasks, and the final evaluation and examination of service shops.
8. Service training: make an overall training plan, review training materials and promote training activities.
9. Service activities: after-sales service activity plan planning, service activity development and promotion, and activity effect tracking.
Requirements:
1.5 years or above after-sales management experience in automobile industry, and experience in electric vehicle industry is preferred.
2. Major in automobile or machinery.
3. Strong sense of responsibility and strong management ability.
Sales Service Department Job Responsibilities 7 Job Description:
1. Ensure that the after-sales service operation of the branch company conforms to the relevant policies and procedures of the company.
2. Guide the subordinate operation team to manage the subordinate maintenance field personnel, improve work efficiency, ensure work quality and improve customer satisfaction.
3. Review related applications according to the approval matrix.
4. According to the business situation, adjust the service outlets and staffing of maintenance, and handle major events at maintenance points.
5. Monitor the failure rate and maintenance progress of the maintenance elevator through the operating system, and feedback the customer's complaints in time.
6. Manage and monitor the use of free materials on the website.
7. Follow the policies and procedures formulated by the company at all levels.
8. Use the company's tools and resources according to the company's policies.
Requirements:
1. College degree or above, major in electronics, machinery or other related fields.
2. More than five years working experience in elevator industry, fully familiar with elevator structure and technology, and experience in maintenance service and customer management is preferred.
3. More than three years experience in maintenance department or related business management.
4. Good English listening, speaking, reading and writing skills.
5. Skilled in operating office software.
6. Strong interpersonal communication skills, strong problem analysis and problem solving skills.
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