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. ¿Daily Operations Monitoring & KPI Management Supervise daily operations of in-house or outsourced call center teams. Generate daily, weekly and monthly operational performance reports.

Service Quality

Assurance & Standard Compliance Conduct regular quality audits through call recording monitoring, customer follow-up calls and work order review. 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.

Escalated Complaint

Resolution & Crisis Management Serve as the primary escalation point for complex customer complaints and emergency service incidents. Conduct root cause analysis for high-impact customer complaints and implement preventive measures.

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.

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. 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.

Experience with CRM systems (Salesforce, Dynamics or similar) and call center software. xhfqzwm Advanced proficiency in MS Office (Excel, Word, PowerPoint).

📌 Crm Specialist/Manager (Galicia)
🏢 AVATR Global
📍 Galicia