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Employee Training & Sop Index

MERCIUM – COMPLETE EMPLOYEE ONBOARDING, TRAINING & SOP INDEX 

(Updated 10/05/2026)

1. Company Introduction

Description:

Introduction to Mercium Sdn Bhd  company background, services, organizational structure, and business objectives. This section helps employees understand the company’s mission, workflow, and professional standards.

2. Employee Onboarding Process

Description:

Step-by-step onboarding procedure for new employees including orientation, account setup, department introduction, training schedule, office policies, and initial responsibilities.

3. Office Rules & Policies

Description:

Guidelines regarding attendance, punctuality, dress code, office discipline, confidentiality, leave procedures, workplace conduct, and professional ethics expected from all employees.

4. CRM System Training

Description:

Training on using crm.merciumbn.comfor:

  • Client management

  • Task tracking

  • Notes updating

  • File uploads

  • Follow-up reminders

  • Internal workflow monitoring

Employees must learn how to maintain accurate records inside the CRM system.

5. Internal Communication System

Description:

Instructions on using Microsoft Teams and internal communication groups for:

  • Task updates

  • Department discussions

  • Urgent operational matters

  • Staff coordination

  • Daily reporting

Includes communication etiquette and response expectations.

6. Client Management SOP

Description:

Complete procedure for handling clients from inquiry to service completion, including:

  • Client registration

  • Data verification

  • Document collection

  • Follow-up procedures

  • Service tracking

  • Client communication standards

7. Lead Management Process

Description:

Procedures for handling new leads and inquiries including:

  • Lead entry

  • Qualification

  • Follow-up scheduling

  • Service consultation

  • Conversion tracking

  • CRM lead status updates

8. Task Management SOP

Description:

Guidelines for:

  • Receiving tasks

  • Assigning responsibilities

  • Updating progress

  • Managing deadlines

  • Escalating issues

  • Closing completed tasks properly

Ensures operational accountability and workflow tracking.

9. Documentation Handling SOP

Description:

Procedures for:

  • Document verification

  • Scanning and uploading

  • File naming standards

  • Internal storage methods

  • Confidential file handling

  • Client document organization

10. Company Registration Process

Description:

Detailed workflow for company incorporation services including:

  • Name reservation

  • Shareholder documentation

  • Director information

  • License requirements

  • Submission procedures

  • Client coordination

11. Immigration & Visa Processing SOP

Description:

Step-by-step procedures for:

  • Employment visa applications

  • Dependent passes

  • Foreign worker documentation

  • Medical coordination

  • Immigration submission process

  • Approval tracking

12. Taxation & Compliance Support

Description:

Internal procedures for handling:

  • Tax registrations

  • Compliance submissions

  • Government reporting

  • Corporate documentation

  • Filing deadlines

  • Client reminders

13. Proposal & Quotation Preparation

Description:

Guidelines for preparing:

  • Service quotations

  • Business proposals

  • Cost breakdowns

  • Client agreements

  • Approval procedures

Includes formatting standards and authorization process.

14. Invoice & Payment SOP

Description:

Procedures for:

  • Invoice generation

  • Payment tracking

  • Receipt issuance

  • Outstanding follow-up

  • Payment proof uploads

  • Financial record maintenance

15. Client Communication SOP

Description:

Professional communication standards for:

  • WhatsApp

  • Email

  • Phone calls

  • Meetings

  • Follow-ups

  • Complaint handling

Includes approved communication formats and response etiquette.

16. File Naming & Storage Standards

Description:

Standardized naming format for all digital files to maintain organized records and improve document retrieval efficiency.

Example:
CLIENTNAME_DOCUMENTTYPE_DATE.pdf

17. Internal Approval Procedures

Description:

Approval hierarchy and authorization procedures for:

  • Quotations

  • Discounts

  • Official submissions

  • Financial matters

  • Sensitive client cases

  • Operational decisions

18. Daily Workflow SOP

Description:

Daily operational checklist for employees including:

  • Morning task review

  • Client follow-up

  • CRM updates

  • Documentation checks

  • End-of-day reporting

19. Reporting Structure

Description:

Explanation of department hierarchy, reporting lines, supervisor responsibilities, escalation procedures, and management communication channels.

20. Data Confidentiality & Security Policy

Description:

Rules regarding:

  • Client data protection

  • Password security

  • Confidential document handling

  • Unauthorized sharing restrictions

  • System access control

21. Emergency & Escalation Procedures

Description:

Procedures for handling:

  • Urgent client matters

  • Operational issues

  • Technical failures

  • Government deadlines

  • Internal conflicts

  • Escalation to management

22. Performance Evaluation System

Description:

Explanation of employee performance monitoring including:

  • KPI tracking

  • Task completion review

  • Attendance evaluation

  • Communication quality

  • Productivity standards

23. Staff Training & Development

Description:

Continuous learning procedures including:

  • Internal training sessions

  • SOP updates

  • Skill development

  • Department workshops

  • Knowledge base learning

24. Knowledge Base Usage

Description:

Instructions for accessing and using internal company knowledge base resources, SOP manuals, templates, and training materials inside Perfex CRM.

25. Templates & Standard Forms

Description:

Collection of approved company templates including:

  • Agreements

  • Quotations

  • Invoices

  • Client forms

  • Email formats

  • Internal reports

26. Employee Exit Procedure

Description:

Procedures for resignation, clearance, account deactivation, document handover, confidentiality obligations, and final reporting.

END OF INDEX

Mercium Internal Employee Training & SOP System
For Internal Operational Use Only.

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