Service Experience & Customer Relations Exec

Melinau Auto Sdn. Bhd.; Kuching; On-site; MYR 42,000 - 78,000; Full time

Job summary

Melinau Auto Sdn Bhd, a new authorised PROTON dealer located at Inanam, Kota Kinabalu, is seeking a Service Executive to monitor appointment conversion, retention, and Home to Home performance. You will ensure SOP compliance and proper documentation across customer interactions, while coordinating with the Parts Department to minimize delays.

The role includes handling customer complaints, driving CSI improvements, and leading testimonial video interviews and endorsements in line with Proton’s

Responsibilities

• Monitor appointment conversion and customer retention to improve Home to Home performance.
• Coordinate with Parts Dept. to address unavailable parts and follow up on job sheets.
• Monitor CSI performance and customer feedback; implement improvements to reach satisfaction targets.
• Handle customer complaints and escalate critical cases to Service Manager.
• Lead customer testimonial video interviews and coordinate positive endorsements on social media according to Proton guidelines.

Skills

Customer service

Communication

Coordination

Social media

Tools

CRM software

MS Excel

Job description

Melinau Auto Sdn Bhd, a new authorised PROTON dealer located at Inanam, Kota Kinabalu, is seeking a Service Executive to monitor appointment conversion, retention, and Home to Home performance. You will ensure SOP compliance and proper documentation across customer interactions, while coordinating with the Parts Department to minimize delays.

The role includes handling customer complaints, driving CSI improvements, and leading testimonial video interviews and endorsements in line with Proton’s