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.
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brWhat you will do:
br1. Daily Operations Monitoring KPI Management
brSupervise daily operations of in-house or outsourced call center teams.
brTrack and report on core operational KPIs including:
brCall answer rate and abandonment rate.
brAverage speed of answer (ASA) and average handling time (AHT).
brWork order closure rate and first contact resolution (FCR).
brCustomer satisfaction (CSAT) score.
brGenerate daily, weekly and monthly operational performance reports.
brIdentify operational bottlenecks and implement process improvements to meet requirements.
br2. Service Quality Assurance Standard Compliance
brConduct regular quality audits through call recording monitoring, customer follow-up calls and work order review.
brProvide constructive feedback and coaching to customer service representatives on service attitude, communication skills and problem-solving techniques.
brAnalyze quality trends and identify training needs for the team.
brEnsure all customer interactions comply with brand standards, company policies and local regulatory requirements.
brDrive continuous improvement in service quality and customer experience.
br3. Escalated Complaint Resolution Crisis Management
brServe as the primary escalation point for complex customer complaints and emergency service incidents.
brCoordinate cross-functional resources (technical, service, parts) to resolve escalated issues within 24 hours.




brConduct root cause analysis for high-impact customer complaints and implement preventive measures.
brMaintain detailed records of escalated cases and track resolution progress until closure.
br4. Knowledge Base Management Information Synchronization
brCollaborate with headquarters and regional technical, service and parts teams to develop and maintain the call center knowledge base.
brUpdate and validate content including frequently asked questions (FAQs), troubleshooting guides, policy explanations, product information and service procedures.
brEnsure all knowledge base content is accurate, up-to-date and easily accessible to customer service representatives.
br5. Training Performance Management
brDesign and deliver comprehensive onboarding training programs for new call center employees covering:
brBrand standards and service etiquette
brProduct knowledge and vehicle features
brCRM system operation and work order management
brCustomer service skills and complaint handling techniques
brDevelop and implement ongoing training programs to enhance team capabilities.
brDesign and execute performance-based incentive schemes to motivate the team.
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brWhat you will bring:
brBachelor's degree in Business Administration, Communications or related field.
brMinimum 2-3 years of experience in call center operations, customer service or CRM management.
brProven experience in KPI monitoring and service quality management.
brProficiency in both English and Spanish.
brStrong problem-solving skills and ability to handle high-pressure situations.
brExperience with CRM systems (Salesforce, Dynamics or similar) and call center software.
brAdvanced proficiency in MS Office (Excel, Word, PowerPoint).

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