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.¿Todo listo para enviar su solicitud? Asegúrese de comprender todas las responsabilidades y tareas asociadas a este puesto antes de continuar.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: * Bachelors 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. xcskxlj * Advanced proficiency in MS Office (Excel, Word, PowerPoint).

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