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.
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:
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.
Strong problem-solving skills and ability to handle high-pressure situations.
Experience with CRM systems (Salesforce, Dynamics or similar) and call center software.
Advanced proficiency in MS Office (Excel, Word, PowerPoint).