Hotline Performance & Service Quality Coordinator

Sungrow Europe

Województwo mazowieckie

On-site

PLN 55,000 - 85,000

Full time

7 days ago

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Job summary

Sungrow Europe is seeking a Hotline Specialist for Poland to support residential energy storage customers across Europe. You will monitor hotline operations, collaborate with external providers, and analyze service performance to ensure fast, effective handling of inquiries.

The role emphasizes KPI tracking, process improvements, and close cooperation with technical support and service teams to lift customer satisfaction levels.

Qualifications

Bachelor’s degree in Business Administration, Operations, Customer Service, or related field.
2+ years of experience in customer service, call center operations, or hotline support.
Polish and English at a C1 level.
Strong understanding of call center KPIs and SLAs.

Responsibilities

Monitor daily performance and service quality of external hotline providers.
Track KPIs such as call answer rate, response time, abandonment, FCR, and CSAT.
Identify issues and follow up with service providers on improvements.
Ensure hotline partners follow call-handling, ticketing, and escalation procedures.
Coordinate with technical support and service teams to resolve inquiries.
Analyze call volumes and trends to find improvement opportunities.
Prepare regular reports and dashboards on hotline performance.
Support system improvements to CRM tools, ticketing workflows, and routing.

Skills

Customer service

Call center

Analytical skills

Excel

CRM systems

English C1

Education

Bachelor’s degree

Tools

CRM software

Ticketing systems

Job description

The role emphasizes KPI tracking, process improvements, and close cooperation with technical support and service teams to lift customer satisfaction levels.

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