Responsibilities

1. Establishing an Overseas Customer Service Training System
- Responsible for establishing the training system for the company's outsourced agency's European 800 Call Center, balancing domestic management standards with overseas localization. Independently develop specialized courses on vehicle models, brand highlights, and scenario-based services, taking into account the company's new car launch schedule and European user needs.
- Responsible for the full-cycle training planning of outsourced agency personnel, including teaching methods, empowerment, and training outcome acceptance, continuously improving the team's service professionalism.
- Build and iterate the overseas customer service FAQ knowledge base and standardized response script system from the customer's perspective.
2. Overseas Customer Service QC Quality Inspection and Compliance Control
- Establish European call center quality inspection standards and SLA compliance system, implement weekly/bi-weekly routine quality inspections, and standardize agent service processes, response scripts, and timeliness standards through audio recording spot checks and case verification to ensure business compliance.
- Strictly control service quality, ensuring a team quality inspection pass rate of ≥95%, and output rectification and review plans for problems, forming a closed-loop mechanism of "training-quality inspection-rectification-iteration".
3. Overseas On-Site Management & Cultural Collaboration
- Oversee on-site operations, coordinate cross-cultural team collaboration, and facilitate internal and external communication.
- Regularly generate training, quality inspection, and service quality review reports to support the continuous optimization and iteration of the overseas customer service system.

Qualifications

1. 5 years or more of experience in call center training, quality inspection, and operation management. Priority will be given to those with backgrounds in the automotive industry, friendly business partners, or experience in Party B’s automotive service projects, and with practical experience in building training, quality inspection systems, and language knowledge bases from scratch.
2. Fluent in English and capable of business communication, Spanish/Hungarian language skills are preferred.
3. Familiar with the overseas working model of Chinese enterprises and good at communication.
Based in Barcelona, Spain. But there's a possibility of switching bases to Hungary in March 2027, or possibly continuing in Spain. Arrangements will be made according to specific business needs.