Hotline Specialist - Europe

Hello and welcome to Sungrow!

We are looking for a customer-focused Hotline Specialist to join our Service Centre in Romania and support residential energy storage customers across Europe.

The role focuses on monitoring hotline operations, supporting external service providers, analyzing service performance, and helping ensure customer inquiries are handled quickly and effectively. You will work closely with technical support, service operations, and external hotline partners to continuously improve service quality and customer satisfaction.

Keep in mind this is a 2-year limited opportunity with possible extension.

• Monitor the daily performance and service quality of external hotline providers.
• Track key KPIs, including call answer rate, response time, abandonment rate, first-contact resolution, and customer satisfaction.
• Identify service issues and performance gaps and follow up on improvement actions with service providers.
• Ensure hotline partners follow agreed call-handling, ticketing, and escalation procedures.
• Coordinate with technical support and service teams to escalate and resolve customer inquiries.
• Analyze call volumes, recurring customer issues, and service trends to identify improvement opportunities.
• Prepare regular reports and dashboards on hotline performance and service quality.
• Support improvements to hotline systems, CRM tools, ticketing workflows, and call-routing processes.
• Help align hotline coverage, operating hours, capacity, and language support with European customer needs.

Let's see what is needed in order to be a good fit for this role:

• Bachelor’s degree in Business Administration, Operations, Customer Service, or a related field.
• 2+ years of experience in customer service, call center operations, hotline support, or a similar role.
• Good understanding of call center KPIs and service-level agreements (SLAs).
• Strong analytical skills and confidence working with operational data.
• Good communication and coordination skills, particularly when working with external service providers.
• Proficiency in Excel; experience with CRM, ticketing, or call center systems is an advantage.
• Fluent English; German and/or Chinese is an advantage.
• Customer-focused, detail-oriented, and comfortable working in a fast-paced service environment.