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pppAVATR, 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. /ph3What you will do: /h3olliDaily Operations Monitoring KPI ManagementulliSupervise daily operations of in-house or outsourced call center teams. /liliTrack 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. /liliGenerate daily, weekly and monthly operational performance reports. /liliIdentify operational bottlenecks and implement process improvements to meet requirements. /li /ul /liliService Quality Assurance Standard ComplianceulliConduct 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 /ul /liliEscalated Complaint Resolution Crisis ManagementulliServe 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 24hours. /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 /ul /liliKnowledge Base Management Information SynchronizationulliCollaborate 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 /ul /liliTraining Performance ManagementulliDesign 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. /liliDevelop and implement ongoing training programs to enhance team capabilities. /liliDesign and execute performance‑based incentive schemes to motivate the team. /li /ul /li /olh3What you will bring: /h3ulliBachelor'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 /p #J-18808-Ljbffr

¡Buscamos talento!br /Puede obtener más detalles sobre la naturaleza de esta vacante y lo que se espera de los solicitantes leyendo la información a continuación.br /Actualmente estamos seleccionando un/abr /AGENTE DE TELEMARKETING Y ATENCIÓN AL CLIENTEbr /con experiencia en call center para incorporarse a nuestro equipo en modalidad de teletrabajo (100% remoto). Buscamos a una persona apasionada por la atención al cliente, que conecte con nuestras novias y acompañantes, proporcionándoles un trato profesional orientado a la excelencia y asegurando la gestión eficiente de las citas de nuestras tiendas.br /FUNCIONES Y RESPONSABILIDADES:br /Colaborar con el asesoramiento inicial al cliente y actuar como embajador/a de la marcabr /SEDKA NOVIAS.br /Emisión de llamadas salientes a clientes potenciales que han solicitado información para agendar su cita en tienda (captación).br /Atención de llamadas entrantes y resolución de consultas.br /Gestión, seguimiento diario y optimización de la agenda de las tiendas asignadas.br /Tareas de soporte postventa y coordinación de citas o cambios de agenda.br /Registro correcto de las gestiones en el sistema siguiendo los protocolos de la empresa.br /REQUISITOS:br /Consolidada experiencia en recepción, venta telefónica y/o call center (emisión y recepción de llamadas), siendo muy valorable poseer conocimientos del sector nupcial y/o moda.br /Dominio nativo o C2 de español con excelente fluidez verbal, dicción clara y capacidad de comunicación persuasiva.br /Disponer de equipo propio para teletrabajo (ordenador, conexión estable a internet y auriculares con micrófono de teleoperador/a) y un espacio adecuado libre de ruidos.br /Es esencial que seas una persona positiva, apasionada por brindar un excelente servicio a nuestras novias, orientada a objetivos, con capacidad de trabajo en equipo y de resolución de problemas.br /Se valorará muy positivamente el conocimiento de idiomas.br /Jornada:br /30 horas semanales de lunes a viernes. xhfqzwm br /Si cumples con los requisitos y deseas trabajar enbr /SEDKA NOVIAS, estaremos encantados de conocerte.br /Envía tu CV con el asuntobr /“Candidatura Telemarketing Sedka”br /a:br / br /¡Únete al equipobr /SEDKA NOVIAS !

Responsibilities include monitoring KPIs, managing call center operations, ensuring service quality, and driving continuous improvement.