公司客服人员费用管理办法

1、公司客服人员费用管理办法一、目的：1、加快费用报销进度。2、方便统计管理，合理控制费用。二、适用范围适用于客户服务部相关管理人员及所有客服中心工作人员；三、职责1、分公司客服中心主管：负责对所在区域客服人员的费用审核的初审，负责审核辖区内产生的售后费用的真实性、合理性和票据的数量；对费用报销出现的异常问题及时提出报警；2、分公司总经理：负责对所在区域客服人员的费用审核（包含客服主管）的复审；3、费用审核专员：负责审核全国分中心产生的售后费用的真实性、合理性和票据的数量，对费用报销出现的异常问题及时提出报警并上报客服部经理；4、客户服务部经理：负责客服部成本费用的管控以及售后费用报销的合理性；5

2、、报销人：负责真实地将报销相关材料按照公司标准粘贴；6、国内销售公司副总经理：单张报销单超过2000元审核权。四、报销流程1、报销附带凭证和相关规定：1） 出差审批单：每个人的报销凭证后均需附上一张出差汇总审批表，必须要有相关负责人（客服主管）审批签字，上面填写清楚每半个月出差概况；2） 工作单（即安装单、维修单、巡检单）；3） 客服人员的电话费、市交费实行包干制度的客服中心，每月最高限额，超出部分费用自理。（以和各分公司邮件确认金额为准，如有特殊情况费用超出需向领导申请审批）2、报销周期和报销凭证邮寄时间规定：说明：1）总部为各客服中心每月办理两次报销；2）办事处每个月寄2次报销到总部，每次

3、提前或按照上述日期寄出报销；3）每月报销时，把当日之前的所有费用整理粘贴好；4）期间遇节假日依次顺延。5）报销周期不能超过一个月，如果超期则不予报销。3、报销审核流程1）客服现场工程师的费用报销将相关凭证按照公司要求规定粘贴好，将费用报销内容录到crm费用系统里后直接将票据交给客服中心主管；2）客服中心主管收到费用单据后，进行审核，同时客服中心主管自己的费用报销相关凭证按照公司要求规定粘贴好，一并交给分公司总经理审核；如无误则按照规定日期全部寄往总部客服部，每次寄出费用报销之前，登记整理好费用明细和汇总表，每月报销时发送至总部审核专员邮箱；（备注：各中心主管每月发送费用明细时，需将每月非客服产

4、生费用单独列出明细表，并详细备注具体费用）3）客服部费用审核专员按照公司要求对办事处的报销进行审核，如无误则转交客服部经理审核；（要求费用审核专员在三个工作日内审核完毕）4）客服部经理在一个工作日内审核完毕后由费用审核专员转给财务部审核；5）财务部收到费用单据后在七个工作日内发放报销款。（注：财务部在当月29日至次月9日期间由于月度结账，故不收任何费用报销单据；）注明：每月各分公司客服上报费用报销至总部时请提供费用明细，并排序列好费用单编号（同一个人的费用单编号要求为连号），以便总部能确定发票等报销凭证是否在运输途中遗失。如不提供费用明细和汇总，或是报销单填写不清楚的总部将不予受理。费用审核流

5、程图如下：4、考核规定1）对报销票据中出现多票情况，则按照报销单上金额进行报销；2）对报销虚假（例如报销没有产生的费用），一经查出则不报销该笔金额。并予以报销人及客服中心主管每人每次50元罚款处理，报销人当月度考核直接评c；3）对于客服中心超出规定日期提报费用的，不予报销；（节假日等特殊情况除外）4）对于不按照公司费用报销规范填写和粘贴票据，及少票、无效票、假发票等，视情节予以报销人和客服中心主管每人每次20元罚款处理。5）对费用审核专员不按照规定时间及时审核费用，予以逾期每天/分公司20元罚款处理；（节假日、临时性工作延误等特殊情况除外）注意如下变更：1、各分公司必须依据报销时间表；2、各分

6、公司所有报销必须由分公司总经理签字；3、再次强调报销规定，报销将严格执行财务部报销要求。 tgz7r4i30ka1dkaghn3xtkknbycudxqa7fhyi2chhi92tgkqcwa3ptgshls50clmtwn60eo8wgqv7xav2ohum32wgeauwydiawgmer4i30ka1dkaghn3xtkknbycudxqa7fhyi2chhi92tgkqcwa3ptgz7r4i30ka1dkagtgk tgz7r4i30ka1dkaghn3xtkknbycudxqa7fhyi2chhi92tgkqcwa3ptgshls50clmtwn60eo8wgqv7xav2ohum

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