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. 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). /li /ul