Associate Customer Success

Mahindra First Choice; Gurugram District; On-site; INR 300,000 - 450,000; Full time

Job summary

Mahindra First Choice is seeking a Customer Relationship Associate to guide customers through the car-buying journey. You will liaise with dealerships, present vehicle options, and secure favorable pricing, financing, and insurance options for a seamless experience.

The role emphasizes high-quality customer service, proactive communication, and the ability to convert leads into sales while maintaining strong customer satisfaction and timely query resolution.

Qualifications

• Graduate in any stream.
• 25 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.

Responsibilities

• Engage with prospective customers to understand their vehicle requirements, preferences, budget, and usage needs.
• Provide detailed information on vehicle specifications, features, pricing, warranties, and ownership benefits.
• Build customer relationships through proactive communication and personalized assistance.
• Coordinate with dealerships to source best pricing, discounts, exchange offers, and promotional schemes.
• Address customer concerns, questions, and complaints promptly and professionally.

Skills

Excellent communication

Customer obsession

Sales and negotiation

Problem-solving

Multitasking

Automotive product knowledge

Relationship building

Education

Graduate in any stream

Job description

Job Title - Customer Success Associate

We are seeking a customer-focused and results-driven Customer Relationship Associate 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, gets 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
• 25 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