pAVATR, a premium intelligent electric vehicle brand, is seeking a CRM Specialist/Manager to join our Europe Overseas Business Development Team at our Madrid subsidiary.

Haga clic en "Solicitar" a continuación para enviar su candidatura. Asegúrese de que su CV está actualizado y de que ha leído primero las especificaciones del puesto.

Together with the team, you will support AVATR’s expansion in the Spanish market across business development, sales, marketing, aftersales, and network operations.

/ppbr/ppstrongWhat you will do: /strong /pp1.

Daily Operations Monitoring KPI Management /pulliSupervise daily operations of in-house or outsourced call center teams.

/liliTrack and report on core operational KPIs including: /liliCall answer rate and abandonment rate.

/liliAverage speed of answer (ASA) and average handling time (AHT).

/liliWork order closure rate and first contact resolution (FCR).

/liliCustomer satisfaction (CSAT) score.

/liliGenerate daily, weekly and monthly operational performance reports.

/liliIdentify operational bottlenecks and implement process improvements to meet requirements.

/li /ulp2.

Service Quality Assurance Standard Compliance /pulliConduct regular quality audits through call recording monitoring, customer follow-up calls and work order review.

/liliProvide constructive feedback and coaching to customer service representatives on service attitude, communication skills and problem-solving techniques.

/liliAnalyze quality trends and identify training needs for the team.

/liliEnsure all customer interactions comply with brand standards, company policies and local regulatory requirements.

/liliDrive continuous improvement in service quality and customer experience.

/li /ulp3.

Escalated Complaint Resolution Crisis Management /pulliServe as the primary escalation point for complex customer complaints and emergency service incidents.

/liliCoordinate cross-functional resources (technical,



service, parts) to resolve escalated issues within 24 hours.

/liliConduct root cause analysis for high-impact customer complaints and implement preventive measures.

/liliMaintain detailed records of escalated cases and track resolution progress until closure.

/li /ulp4.

Knowledge Base Management Information Synchronization /pulliCollaborate with headquarters and regional technical, service and parts teams to develop and maintain the call center knowledge base.

/liliUpdate and validate content including frequently asked questions (FAQs), troubleshooting guides, policy explanations, product information and service procedures.

/liliEnsure all knowledge base content is accurate, up-to-date and easily accessible to customer service representatives.

/li /ulp5.

Training Performance Management /pulliDesign and deliver comprehensive onboarding training programs for new call center employees covering: /liliBrand standards and service etiquette /liliProduct knowledge and vehicle features /liliCRM system operation and work order management /liliCustomer service skills and complaint handling techniques /liliDevelop and implement ongoing training programs to enhance team capabilities.

/liliDesign and execute performance-based incentive schemes to motivate the team.

/li /ulpbr/ppstrongWhat you will bring: /strong /pulliBachelor's degree in Business Administration, Communications or related field.

/liliMinimum 2-3 years of experience in call center operations, customer service or CRM management.

/liliProven experience in KPI monitoring and service quality management.

/liliProficiency in both English and Spanish.

/liliStrong problem-solving skills and ability to handle high-pressure situations.

/liliExperience with CRM systems (Salesforce, Dynamics or similar) and call center software.

/liliAdvanced proficiency in MS Office (Excel, Word, PowerPoint). xqbhyrx

/li /ul
Hay opciones de teletrabajo/trabajo desde casa disponibles para este puesto.

📌 CRM Specialist/Manager (España)
🏢 CareerWallet
📍 España