Hotline Specialist - Europe

Romania - Bucharest

Full-time

Fixed-term

Your mission

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.

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.
Fluent English; German and/or Chinese is an advantage.
Customer-focused, detail-oriented, and comfortable working in a fast-paced service environment.

Über uns

We are a green tech company unlike any other green tech company. We are a team of lateral thinkers, young professionals, and creative minds. We are fighting every day to make our mission happen – Clean Power For All!

With nearly 250 GW of clean power presently installed worldwide,

Welcome at Sungrow

Sungrow is the global leading inverter solution supplier for renewables. We are proud to look back to a success story that already began in 1997, but we never stopped striving for more. We want to give fresh impulses, inspire, and contribute to a sustainable development of our planet, that’s why we constantly improve our portfolio.
From floating solar plants to large-scale utility projects and to small residential products we always offer the best and most suitable solution. At Sungrow we hold more than 1500 patents – no wonder as we employ the biggest research and development team of the whole industry. 40 % of all Sungrow workforce is continuously investigating on how to further improve the existing portfolio.