Assistant Manager- Customer Success

Mahindra Group; Gurugram District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Mahindra Group in Gurugram is hiring a Customer Success Manager (Auto Companion) to guide customers through their car-buying journey, explaining options, pricing, financing, and dealer offers to create a seamless experience.

You will coordinate with authorized dealerships, manage inbound and outbound inquiries across calls, WhatsApp, and email, qualify leads, drive conversions, and ensure high customer satisfaction throughout the engagement.

Qualifications

• 2–5 years in CRM or automotive sales.
• Experience handling inquiries via phone, WhatsApp, email.
• Knowledge of vehicle financing and dealership operations.

Responsibilities

• Consult with customers to understand requirements and budget.
• Qualify leads and drive conversions through follow-up.
• Coordinate with dealerships for best pricing and offers.
• Resolve customer queries and ensure a high satisfaction level.

Skills

CRM leadership

Sales negotiation

Telephonic support

Digital channels

Customer service

Automotive knowledge

Education

Graduation (any stream)

Job description

Employment Type Permanent

City Gurugram

Job Description

Job Title: Customer Success Manager (Auto Companion)Job SummaryWe are seeking a customer-focused and results-driven Customer Relationship Manager (CRM) to assist customers throughout their car-buying journey. The role involves providing guidance on vehicle options, features, pricing, financing options, and dealer offers, while ensuring a seamless and personalized experience. The incumbent will act as a trusted point of contact for customers, coordinate with dealerships to secure the best possible deals, address customer queries, and convert leads into successful vehicle sales, get the best financing and insurance options for customers by working with our partners and creates a highly convenient vehicle buying experience for customers.

Key Responsibilities

Customer Consultation & Relationship Management

• Engage with prospective customers to understand their vehicle requirements, preferences, budget, and usage needs.
• Provide detailed and accurate information on vehicle specifications, features, variants, pricing, warranties, and ownership benefits.
• Build strong customer relationships through proactive communication and personalized assistance.
• Act as a single point of contact throughout the vehicle purchase journey.

Sales Conversion & Lead Management

• Manage inbound and outbound customer leads through calls, emails, chats, and other digital channels.
• Qualify leads and recommend suitable vehicle options based on customer requirements.
• Drive sales conversions through effective consultation, objection handling, and follow-up.
• Maintain a healthy sales pipeline and consistently achieve conversion targets.

Dealership Coordination

• Liaise with authorized dealerships to source the best available pricing, discounts, exchange offers, and promotional schemes.
• Negotiate and coordinate with dealerships to ensure customers receive competitive and highest value-driven offers.
• Facilitate appointment scheduling, vehicle inspections, test drives, and purchase processes.

Customer Support & Query Resolution

• Address customer concerns, questions, and complaints promptly and professionally.
• Ensure timely resolution of all customer queries related to vehicle purchase, financing, insurance, delivery timelines, and dealership services.
• Maintain high levels of customer satisfaction throughout the engagement lifecycle.

Required Qualifications & Experience

• Graduate any stream
• 2–5 years of experience in customer relationship management, automotive sales, concierge services, or consultative sales.
• Experience in handling customer inquiries and sales conversion through telephonic and digital channels (WhatsApp, Email).
• Knowledge of automobile products, vehicle financing, insurance, and dealership operations is preferred.

Key Skills & Competencies

• Excellent verbal and written communication skills.
• Customer obsession - strong customer service and relationship-building abilities.
• Sales and negotiation skills.
• Problem-solving and conflict resolution capabilities.
• Ability to promptly manage multiple customer interactions simultaneously.
• High degree of agility and responsiveness to customers
• Passion for Automotive products