Hotline Specialist - Poland

Sungrow Europe; Województwo mazowieckie; On-site; PLN 55,000 - 85,000; Full time

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

Your mission

Hello and welcome to Sungrow!

We are looking for a customer-focused Hotline 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 elevate 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.

About Us

We are a green tech company with young creative minds.

We are fighting every day to make our mission happen – Clean Power for All!

With 870+GW of clean power presently installed worldwide, we are on the road to success!

Welcome at Sungrow

Founded in 1997 by University Professor Cao Renxian, Sungrow is a leader in the research and development of solar inverters with the largest dedicated R&D team in the industry and a broad product portfolio offering PV inverter solutions and energy storage systems for utility-scale, commercial & industrial, and residential applications, as well as internationally recognized floating PV plant solutions, NEV driving solutions, EV charging solutions and renewable hydrogen production systems.

Want to know more? Check out what working with us is like!