European Hotline Performance Specialist

Sungrow Europe - Welcome traveler!

Warszawa

On-site

PLN 70,000 - 110,000

Full time

9 days ago

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Job summary

Sungrow Europe welcomes a Hotline Specialist to join our Service team in Poland to support residential energy storage customers across Europe.

The role centers on monitoring hotline operations, supporting external providers, analyzing service performance, and ensuring inquiries are addressed quickly and effectively. You will collaborate with technical support, service operations, and hotline partners to continuously improve service quality.

Qualifications

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 SLAs.
Strong analytical skills and comfortable working with operational data.
Good communication and coordination with external service providers.
Polish and English at a C1 level.

Responsibilities

Monitor daily performance and service quality of external hotline providers.
Track KPIs such as call answer rate, response time, abandonment rate, first contact resolution, and CSAT.
Identify service issues and follow up on improvement actions.
Ensure hotline partners follow call-handling, ticketing, escalation procedures.
Coordinate with technical support and service teams to resolve inquiries.
Prepare reports and dashboards on hotline performance and service quality.
Support improvements to hotline systems, CRM, ticketing workflows, and call routing.
Align hotline coverage, operating hours, capacity, and language support with European needs.