Gururaj Vijayandran
Penang
Summary
Ideally coming from a Service Executive background will be highly motivated and with excellent interpersonal skills will enjoy going the extra mile for BMW customers. Problem solver who sees opportunities and tasks in an innovative fashion, and can make the complex seem simple. Working under pressure will be something I thrive on with your time management and prioritization skills being at an advanced level. Seeking a challenging career in the field of automotive with an established and distinguished organization to widen my knowledge and experience. Automotive is my dream job since young. I will give my 100% commitment to my job. I am highly motivated and willing to explore and experience various options in my career development path. Having excellent verbal and written communication skills and the ability to relate to a wide range of people enable me to achieve personal objectives as demonstrated by a successful career in customer service.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Quality Customer Care Manager
BMW Lee Motors Auto Care Sdn Bhd
Alor Setar
06.2022 - Current
- Ensuring all departments of the dealership follow customer communication and treatment standards
- Coordination of operation of customer complaint handling in accordance with the standards of BMW Malaysia, including the implementation of customer claims processing within the dealership, coordination of the complaint resolution process within the company, collection of information about claims (e.g
- Complaints, inquiries, etc.), ensuring the interaction of individuals involved in the process
- High awareness and attention to customer escalations with immediate prioritization of customer claims to find solutions
- Importing and updating the information in the requests database at all stages of communication with the client while receiving, reviewing, and resolving complaints/inquiries
- Controlling the status and adherence to deadlines for reviewing and responding to claims, interacting with the customer and ensuring communication with the responsible person from BMW Malaysia or respective CIC
- Resolution of conflicts with customers in accordance with BMW Malaysia standards and the consumer protection law
- Identification and analysis of the reasons for customer dissatisfaction and analysis of the reasons for incoming complaints include root-cause analysis
- Involve in Customer Boards, development of proposals for improvement of the work processes (in collaboration with involved departments) with customers and its presentation to the management of the dealership
- Develop regular reporting for main stakeholders (within Customer Boards, CIC, etc.) to ensure high transparency to all involved parties and focus on solution-finding processes together
- Organization of follow-up calls/communication to clients based on the results of surveys for determination of the effectiveness of measures taken after client complaint
- Ensuring documentation and/or copies of conversation in electronic or paper forms to document decisions
- Control and participation in the management of specially planned dealer budget for resolution of disputes and conflicts with clients, including repair of consequences of poor repairs without BMW Malaysia support
- Monitoring the rate of escalation of requests in BMW Malaysia/CIC
- Development and implementation of measures to reduce the number of escalations as well as regular exchange and process improvement meetings with BMW Malaysia/CIC
- Act as point of contact for CIC and or BMW Malaysia and ensure close collaboration for any customer-related matters
- Coordination of activity processes, related to research and improvement of customer service quality, related to customer satisfaction research conducted by BMW Malaysia; Realization of projects aimed to increase customer service quality recommended by BMW Malaysia
Service Executive
BMW Lee Motors Auto Care Sdn Bhd
Alor Setar
10.2016 - 06.2022
- Well trained in systems like ADP, ISPA next, ETK, Filemaker, KSD, VOC, AIR, ISPA Mobile, SEM CRM and more
- Providing outstanding customer service by being the point of contact between the customer and the workshop
- Coordinating the customer service bookings, car pick up, cleaning and delivery time
- Accurately record data such as time, expenses and materials
- Liaising with the customer on estimated completion times, updates and follow up required
- Discussing service and product improvements for our customers
- Confidently and accurately communicating to the customer around their vehicle & Technical understanding of cars
- Experience in a Service Advisor role within the automotive industry for more than 5 years
- Experience from a fast paced customer service background
- Strong automotive technical understanding
- Ability to work in a high pressure environment, remaining upbeat and positive
- Superior time management skills and a commitment to meeting objectives
- Passion for what you do and a desire to succeed
Service Advisor/ Executive
Peugeot/Citreon Maxim Aftersales
Penang
08.2015 - 08.2016
- Well trained in Dealer Portal, Service Box and MAS
- Initiates automotive services and repairs by ascertaining performance, problems and services requested; verifying warranty and service contract coverage; developing estimates; writing repair orders; maintaining customer rapport and records
- Ascertains automotive problems and services by listening to customer's description of symptoms; clarifying description of problems; conducting inspections; taking test drives; checking vehicle maintenance records; examining service schedules
- Verifies warranty and service contract coverage by examining records and papers; explaining provisions and exclusions
- Develops estimates by costing materials, supplies, and labor; calculating customer's payment, including deductibles
- Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures; entering RO into service database system
- Maintains customer rapport by explaining estimates and expected return of vehicle; obtaining customer's approval of estimates; obtaining and providing contact telephone numbers; answering questions and concerns; arranging towing and temporary transportation
- Maintains automotive records by recording problems and corrective actions planned
- Updates job knowledge by participating in educational opportunities; reading manufacturers' publications
- Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
Technical Service Advisor
Volkswagen Singapore Pte Ltd Aftersales
Singapore
12.2014 - 07.2015
- Initiates automotive services and repairs by ascertaining performance problems and services requested; verifying warranty and service contract coverage; developing estimates; writing repair orders; maintaining customer rapport and records
- Ascertains automotive problems and services by listening to customer's descriptions of symptoms; clarifying descriptions of problems; conducting inspections; taking test drives; checking vehicle maintenance records; examining service schedules
- Verifies warranty and service contract coverage by examining records and papers; explaining provisions and exclusions
- Develops estimates by costing materials, supplies, and labor; calculate customer's payment, including deductibles
- Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures; entering RO into a service database system
- Maintains customer rapport by explaining estimates and expected return of vehicle; obtaining customer's approval of estimates; obtaining and providing contact telephone numbers; answering questions and concerns; arranging towing and temporary transportation
- Maintains automotive records by recording problems and corrective actions planned
- Updates job knowledge by participating in educational opportunities; reading manufacturers' publications
- Enhances organization's reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
- A technical service advisor deals directly with customers, scheduling service work to their vehicles and informing them of any additional repairs required
Warranty Coordinator/Service Advisor
Federal Auto Volvo Aftersales
Selangor
12.2013 - 11.2014
- Greets customers, schedules service appointment
- Well trained in UNITS,VSTG, QW90 and TIE
- Lead Customer Response Team
- Manage customer communication on all service campaigns
- Manage customer quality disputes to achieve resolution
- Facilitate service/warranty meetings
- Customer visits on field follow
- Lead customer surveys
- Seek new opportunities to improve our warranty processes
- Manage global warranty policies and manuals
- Ability to communicate, both written and verbal with customers and UNITS global cross functional teams
- Accurately maintain company records and documents in accordance with policies and procedures
- Coordinate training and communications to customers, employees, and suppliers
- Aid in adjudication of customer warranty claims
Education
C& G Advance Diploma in Light Vehicle Maintenance - Occupational Safety and Health Management, Engineering Mechanics, Supervisor
Tan Chong Education
Malaysia, Malaysia07.2013
Certificate in Automobile Engineering (Level 1,2 &3) -
Tan Chong Education
Penang, Malaysia06-2011
Malaysian Certificate of Education (SPM) - Taken pure science stream, focused in subjects related to Automotive Engineering Studies.
Sekolah Menengah Kebangsaan St.Xaviers
Malaysia, Malaysia12.2009
Skills
- Adaptability
- Ability to Multitask
- Fast Learner
- Ability to Work Under Pressure
- Customer Service
- Leadership Skills
- Excellent Communication Skills
- Strategic Planning
- Project Management Skills
- Highly organized and efficient
Certification
- Certified BMW Quality & Customer Care Manager 23/10/2023
- Customer Behaviour and Handling Complaints, BMW Malaysia
- PHEV Role Specific for Aftersales , BMW Malaysia
- Certified BMW Service Advisor, Malaysia, 10/01/17
- Advance Diploma in Light Vehicle Maintenance, Malaysia, 12/01/12
- Certificate in Automobile Engineering (Level 1,2 &3), Malaysia, 12/01/11
Affiliations
- Indian Classical Music and Dance, Temple of Fine Arts
Completed Classical Indian Music and Dance syllabus
Accomplishments
- Top 3 BMW Quality & Customer Care Manager for 2 years
- BMW Customer Service Officer of the Year, 2019, BMW
- Customer Compliments of the Year Award, Lee Motors, 2017
Top 3 Nationwide Nominated Quality & Customer Care Manager of the Year
Best Customer Service Award, BMW Malaysia, 2019
Customer Service Excellence Award, 2017 - Received from Lee Motors Auto Care for outstanding customer feedback
Languages
Tamil
First Language
English
Proficient (C2)
C2
Bahasa Malaysia
Proficient (C2)
C2
References
References available upon request.
Timeline
Quality Customer Care Manager
BMW Lee Motors Auto Care Sdn Bhd
06.2022 - Current
Service Executive
BMW Lee Motors Auto Care Sdn Bhd
10.2016 - 06.2022
Service Advisor/ Executive
Peugeot/Citreon Maxim Aftersales
08.2015 - 08.2016
Technical Service Advisor
Volkswagen Singapore Pte Ltd Aftersales
12.2014 - 07.2015
Warranty Coordinator/Service Advisor
Federal Auto Volvo Aftersales
12.2013 - 11.2014
- Certified BMW Quality & Customer Care Manager 23/10/2023
- Customer Behaviour and Handling Complaints, BMW Malaysia
- PHEV Role Specific for Aftersales , BMW Malaysia
- Certified BMW Service Advisor, Malaysia, 10/01/17
- Advance Diploma in Light Vehicle Maintenance, Malaysia, 12/01/12
- Certificate in Automobile Engineering (Level 1,2 &3), Malaysia, 12/01/11
C& G Advance Diploma in Light Vehicle Maintenance - Occupational Safety and Health Management, Engineering Mechanics, Supervisor
Tan Chong Education
Certificate in Automobile Engineering (Level 1,2 &3) -
Tan Chong Education
Malaysian Certificate of Education (SPM) - Taken pure science stream, focused in subjects related to Automotive Engineering Studies.
Sekolah Menengah Kebangsaan St.Xaviers
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