AVATR, a premium intelligent electric vehicle brand, is seeking a CRM Specialist/Manager to join our Europe Overseas Business Development Team at our Madrid subsidiary. Together with the team, you will support AVATR’s expansion in the Spanish market across business development, sales, marketing, aftersales, and network operations.

What you will do: 1.

Daily Operations

Monitoring & KPI Management Supervise daily operations of in-house or outsourced call center teams.

Track and report on core operational KPIs including: Call answer rate and abandonment rate. Average speed of answer (ASA) and average handling time (AHT). Work order closure rate and first contact resolution (FCR). Customer satisfaction (CSAT) score. Generate daily, weekly and monthly operational performance reports. Identify operational bottlenecks and implement process improvements to meet requirements. 2.

Service Quality

Assurance & Standard Compliance Conduct regular quality audits through call recording monitoring,



customer follow-up calls and work order review. Provide constructive feedback and coaching to customer service representatives on service attitude, communication skills and problem-solving techniques. Analyze quality trends and identify training needs for the team.

Ensure all customer interactions comply with brand standards, company policies and local regulatory requirements. Drive continuous improvement in service quality and customer experience. 3.

Escalated Complaint

Resolution & Crisis Management Serve as the primary escalation point for complex customer complaints and emergency service incidents. Coordinate cross-functional resources (technical, service, parts) to resolve escalated issues within 24 hours. Conduct root cause analysis for high-impact customer complaints and implement preventive measures.

📌 CRM Specialist/Manager (Madrid)
🏢 JobFlurry
📍 Madrid