Crm Specialist/Manager - Castro

Avatr Global; Crémenes; Presencial; EUR 40.000 - 60.000; Jornada completa

Descripción de la vacante

AVATR Global, a la marca premium de vehículos eléctricos, busca un CRM Specialist/Manager para unirse al equipo de Desarrollo de Negocios en Europa y apoyar la expansión en el mercado español desde la sede de Madrid. La función abarca operaciones diarias, aseguramiento de calidad, gestión de incidencias, actualización de la base de conocimientos y formación de la plantilla de call center.

Se requieren 2–3 años de experiencia y dominio de CRM (Salesforce/Dynamics) y de MS Office, con fluidez en

Formación

• Licenciatura en Administración de Empresas, Comunicaciones o campo relacionado.
• Experiencia mínima de 2–3 años en operaciones de call center, servicio al cliente o CRM management.
• Dominio de inglés y español.
• Experiencia con CRM (Salesforce, Dynamics o similares) y software de call center.
• Dominio avanzado de MS Office.

Responsabilidades

• Supervisar operaciones diarias y KPIs de centros de contacto, presenciales o externalizados.
• Realizar auditorías de calidad y coaching para el equipo de servicio al cliente.
• Gestión de escaladas de reclamaciones y crisis, con resolución en 24 h cuando aplique.
• Gestión de la base de conocimiento y sincronización de información entre HQ y equipos regionales.
• Diseñar e impartir formación y programas de rendimiento para el equipo.
• Colaborar con HQ y equipos regionales de técnico, servicio y repuestos para mejorar el soporte.

Conocimientos

Bilingual English Spanish

KPI monitoring

Problem-solving

Educación

Bachelor's degree in Business Administration or related field

Herramientas

Salesforce

Dynamics

MS Office

Descripción del empleo

CRM Specialist/Manager - castro AVATR Global castro, castilla león, Spain

Descripción del trabajo

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).