Nurul Laela Lala

1. Invoice and Billing Management

• Create Invoices :

Issue tax invoices and bills to customers on schedule, both physical and electronic.

• Data Verification :

Ensure the accuracy of transaction data, such as item quantity, price, and customer information before sending the invoice.

• Delivery :

Send invoices on time to customers via email, chat, or post.

2. Payment Management (Collection).

• Payment Acceptance :

Processing payments from customers, including verifying incoming funds, service activation, and contract renewals.

• Accounts Receivable Monitoring :

Monitor accounts receivable balances and follow up on pending payments (follow up / reminder).

3. Administration and Reports

• Data Logging :

Manage and update customer data and billing information in the system.

• Reconciliation :

Matching billing data with payments received to avoid balance errors.

• Reporting :

Prepare daily, weekly, or monthly reports regarding billing and receivables status to management.

• Invoice Correction :

Revise an invoice if errors or discrepancies are found.

1. Identification & Planning

• Analyzing the needs of goods/services from various departments and creating purchasing plans.

2. Vendor Research & Selection

• Searching, comparing prices/quality from multiple vendors, and selecting the best one.

3. Negotiation & Contracts

• Negotiating prices, payment terms, and delivery times with suppliers.

4. Issuance of Purchase Order (PO)

• Creating and sending an official purchase order (PO) document to the vendor.

5. Monitoring & Receiving

• Monitor the delivery of goods and check the quality and quantity of goods upon receipt.

6. Administration & Reporting

• Manage invoices, bills, and purchase reports for financial purposes.

1. Monitoring and Evaluating Interactions

• Evaluate a sample of agent conversations with customers to assess agent performance against established quality standards.

2. Provide Feedback

• After the evaluation process, QA provides feedback to agents to improve their performance. This can take the form of regular training sessions or discussions to clarify expectations.

3. Developing and Maintaining Quality Standards

• Develops internal quality benchmarks and scorecards to ensure consistent service across all contact center agents.

4. Training

• Based on agent feedback and performance data, QA identifies training needs and designs programs to improve agent skills.

5. Analyzing Performance

• Analyzing parameters such as Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), First Response Time (FRT), and other parameters to identify trends or areas for improvement.

6. Ensuring Compliance

• Monitoring compliance with established procedures and policies. This includes company policies, data protection regulations, and communication standards.

1. Customer Service

• Receive incoming calls from customers and provide information on banking products and services.
• Handle customer complaints, questions, or feedback over the phone in a responsive manner.
• Provide guidance on CIMB Niaga Bank's banking products, policies, and procedures.

2. Transactional Banking

• Securely process customer transaction requests, such as fund transfers (including international transfers), bill payments, and mutual fund/e-wallet top-ups.
• Assist customers in maintaining account data.

3. Sales and Marketing (Sales & Telemarketing)

• Offer CIMB Niaga banking products (credit cards, loans, insurance, etc.) to customers.
  Identify potential new business opportunities.
• Achieve sales targets set by the bank.

4. Compliance and Administration

• Ensure all transactions comply with applicable banking regulations.
• Record and document every interaction with customers in the system.

5. Service Excellence

• Provides 24/7 service for customers, including Preferred customers with high limits.

1. Managing Purchase Requests (PR).

• Receive and verify requests for goods or services from various company departments.

2. Processing Purchase Orders (PO).

• Creating and sending official POs to vendors or suppliers based on approved PRs.

3. Negotiating with Vendors

• Finding and selecting the best suppliers, negotiating prices, payment terms, and delivery times to achieve cost efficiency.

4. Delivery Monitoring (Tracking)

• Ensures that ordered goods arrive on time, in the quantity and quality as per the contract.

5. Documentation and Administration

• Archiving purchasing documents, contracts, invoices, and purchasing data summaries for audit purposes.