公司客服人員費(fèi)用管理辦法

1、公司客服人員費(fèi)用管理辦法一、目的：1、加快費(fèi)用報(bào)銷進(jìn)度。2、方便統(tǒng)計(jì)管理，合理控制費(fèi)用。二、適用范圍適用于客戶服務(wù)部相關(guān)管理人員及所有客服中心工作人員；三、職責(zé)1、分公司客服中心主管：負(fù)責(zé)對(duì)所在區(qū)域客服人員的費(fèi)用審核的初審，負(fù)責(zé)審核轄區(qū)內(nèi)產(chǎn)生的售后費(fèi)用的真實(shí)性、合理性和票據(jù)的數(shù)量；對(duì)費(fèi)用報(bào)銷出現(xiàn)的異常問(wèn)題及時(shí)提出報(bào)警；2、分公司總經(jīng)理：負(fù)責(zé)對(duì)所在區(qū)域客服人員的費(fèi)用審核（包含客服主管）的復(fù)審；3、費(fèi)用審核專員：負(fù)責(zé)審核全國(guó)分中心產(chǎn)生的售后費(fèi)用的真實(shí)性、合理性和票據(jù)的數(shù)量，對(duì)費(fèi)用報(bào)銷出現(xiàn)的異常問(wèn)題及時(shí)提出報(bào)警并上報(bào)客服部經(jīng)理；4、客戶服務(wù)部經(jīng)理：負(fù)責(zé)客服部成本費(fèi)用的管控以及售后費(fèi)用報(bào)銷的合理性；5

2、、報(bào)銷人：負(fù)責(zé)真實(shí)地將報(bào)銷相關(guān)材料按照公司標(biāo)準(zhǔn)粘貼；6、國(guó)內(nèi)銷售公司副總經(jīng)理：?jiǎn)螐垐?bào)銷單超過(guò)2000元審核權(quán)。四、報(bào)銷流程1、報(bào)銷附帶憑證和相關(guān)規(guī)定：1） 出差審批單：每個(gè)人的報(bào)銷憑證后均需附上一張出差匯總審批表，必須要有相關(guān)負(fù)責(zé)人（客服主管）審批簽字，上面填寫(xiě)清楚每半個(gè)月出差概況；2） 工作單（即安裝單、維修單、巡檢單）；3） 客服人員的電話費(fèi)、市交費(fèi)實(shí)行包干制度的客服中心，每月最高限額，超出部分費(fèi)用自理。（以和各分公司郵件確認(rèn)金額為準(zhǔn)，如有特殊情況費(fèi)用超出需向領(lǐng)導(dǎo)申請(qǐng)審批）2、報(bào)銷周期和報(bào)銷憑證郵寄時(shí)間規(guī)定：說(shuō)明：1）總部為各客服中心每月辦理兩次報(bào)銷；2）辦事處每個(gè)月寄2次報(bào)銷到總部，每次

3、提前或按照上述日期寄出報(bào)銷；3）每月報(bào)銷時(shí)，把當(dāng)日之前的所有費(fèi)用整理粘貼好；4）期間遇節(jié)假日依次順延。5）報(bào)銷周期不能超過(guò)一個(gè)月，如果超期則不予報(bào)銷。3、報(bào)銷審核流程1）客服現(xiàn)場(chǎng)工程師的費(fèi)用報(bào)銷將相關(guān)憑證按照公司要求規(guī)定粘貼好，將費(fèi)用報(bào)銷內(nèi)容錄到crm費(fèi)用系統(tǒng)里后直接將票據(jù)交給客服中心主管；2）客服中心主管收到費(fèi)用單據(jù)后，進(jìn)行審核，同時(shí)客服中心主管自己的費(fèi)用報(bào)銷相關(guān)憑證按照公司要求規(guī)定粘貼好，一并交給分公司總經(jīng)理審核；如無(wú)誤則按照規(guī)定日期全部寄往總部客服部，每次寄出費(fèi)用報(bào)銷之前，登記整理好費(fèi)用明細(xì)和匯總表，每月報(bào)銷時(shí)發(fā)送至總部審核專員郵箱；（備注：各中心主管每月發(fā)送費(fèi)用明細(xì)時(shí)，需將每月非客服產(chǎn)

4、生費(fèi)用單獨(dú)列出明細(xì)表，并詳細(xì)備注具體費(fèi)用）3）客服部費(fèi)用審核專員按照公司要求對(duì)辦事處的報(bào)銷進(jìn)行審核，如無(wú)誤則轉(zhuǎn)交客服部經(jīng)理審核；（要求費(fèi)用審核專員在三個(gè)工作日內(nèi)審核完畢）4）客服部經(jīng)理在一個(gè)工作日內(nèi)審核完畢后由費(fèi)用審核專員轉(zhuǎn)給財(cái)務(wù)部審核；5）財(cái)務(wù)部收到費(fèi)用單據(jù)后在七個(gè)工作日內(nèi)發(fā)放報(bào)銷款。（注：財(cái)務(wù)部在當(dāng)月29日至次月9日期間由于月度結(jié)賬，故不收任何費(fèi)用報(bào)銷單據(jù)；）注明：每月各分公司客服上報(bào)費(fèi)用報(bào)銷至總部時(shí)請(qǐng)?zhí)峁┵M(fèi)用明細(xì)，并排序列好費(fèi)用單編號(hào)（同一個(gè)人的費(fèi)用單編號(hào)要求為連號(hào)），以便總部能確定發(fā)票等報(bào)銷憑證是否在運(yùn)輸途中遺失。如不提供費(fèi)用明細(xì)和匯總，或是報(bào)銷單填寫(xiě)不清楚的總部將不予受理。費(fèi)用審核流

5、程圖如下：4、考核規(guī)定1）對(duì)報(bào)銷票據(jù)中出現(xiàn)多票情況，則按照?qǐng)?bào)銷單上金額進(jìn)行報(bào)銷；2）對(duì)報(bào)銷虛假（例如報(bào)銷沒(méi)有產(chǎn)生的費(fèi)用），一經(jīng)查出則不報(bào)銷該筆金額。并予以報(bào)銷人及客服中心主管每人每次50元罰款處理，報(bào)銷人當(dāng)月度考核直接評(píng)c；3）對(duì)于客服中心超出規(guī)定日期提報(bào)費(fèi)用的，不予報(bào)銷；（節(jié)假日等特殊情況除外）4）對(duì)于不按照公司費(fèi)用報(bào)銷規(guī)范填寫(xiě)和粘貼票據(jù)，及少票、無(wú)效票、假發(fā)票等，視情節(jié)予以報(bào)銷人和客服中心主管每人每次20元罰款處理。5）對(duì)費(fèi)用審核專員不按照規(guī)定時(shí)間及時(shí)審核費(fèi)用，予以逾期每天/分公司20元罰款處理；（節(jié)假日、臨時(shí)性工作延誤等特殊情況除外）注意如下變更：1、各分公司必須依據(jù)報(bào)銷時(shí)間表；2、各分

6、公司所有報(bào)銷必須由分公司總經(jīng)理簽字；3、再次強(qiáng)調(diào)報(bào)銷規(guī)定，報(bào)銷將嚴(yán)格執(zhí)行財(cái)務(wù)部報(bào)銷要求。 tgz7r4i30ka1dkaghn3xtkknbycudxqa7fhyi2chhi92tgkqcwa3ptgshls50clmtwn60eo8wgqv7xav2ohum32wgeauwydiawgmer4i30ka1dkaghn3xtkknbycudxqa7fhyi2chhi92tgkqcwa3ptgz7r4i30ka1dkagtgk tgz7r4i30ka1dkaghn3xtkknbycudxqa7fhyi2chhi92tgkqcwa3ptgshls50clmtwn60eo8wgqv7xav2ohum

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