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.
Por favor, verifique que tiene el nivel de experiencia y las cualificaciones adecuadas leyendo la descripción completa de esta posibilidad a continuación.
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.
* Maintain detailed records of escalated cases and track resolution progress until closure.
4.
Knowledge Base Management & Information Synchronization
* Collaborate with headquarters and regional technical, service and parts teams to develop and maintain the call center knowledge base.
* Update and validate content including frequently asked questions (FAQs), troubleshooting guides, policy explanations, product information and service procedures.
* Ensure all knowledge base content is accurate, up-to-date and easily accessible to customer service representatives.
5.
Training & Performance Management
* Design and deliver comprehensive onboarding training programs for new call center employees covering:
* Brand standards and service etiquette
* Product knowledge and vehicle features
* CRM system operation and work order management
* Customer service skills and complaint handling techniques
* Develop and implement ongoing training programs to enhance team capabilities.
* Design and execute performance-based incentive schemes to motivate the team.
What you will bring:
* Bachelor's degree in Business Administration, Communications or related field.
* Minimum 2-3 years of experience in call center operations, customer service or CRM management.
* Proven experience in KPI monitoring and service quality management.
* Proficiency in both English and Spanish.
* Strong problem-solving skills and ability to handle high-pressure situations.
* Experience with CRM systems (Salesforce, Dynamics or similar) and call center software. xqbhyrx
* Advanced proficiency in MS Office (Excel, Word, PowerPoint).

📌 CRM Specialist/Manager (Abanqueiro)
🏢 AVATR Global
📍 Abanqueiro