Hotline Specialist - Poland

Sungrow Europe - Welcome traveler!; Warszawa; Presencial; PLN 70.000 - 110.000; Tempo integral

Resumo da vaga

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Customer service

Data analysis

Communication

English proficiency

Polish proficiency

Formação

Bachelor's degree in Business Administration

Ferramentas

CRM systems

Ticketing systems

Call center software

Excel

Descrição da vaga

Your mission

Hello and welcome to Sungrow!

We are looking for a customer-focusedHotline Specialist to join our Service team in Poland 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.

• 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 escape 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.

Your profile

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.
• Polish and English at a C1 level
• Customer-focused, detail-oriented, and comfortable working in a fast-paced service environment.