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Senior Hotline Specialist - Germany

Germany - Munich
Full-time
Permanent employee

Your mission

Servus und hallo bei uns hier in Sungrow! We're thrilled to introduce a role that keeps our residential energy storage customers happy, heard and helped: the Hotline Performance Manager for Germany and the wider European market.
Curious what this is all about? Let's dive right in:

  • You steer the daily performance of our external hotline service providers, so customers and installers get fast and helpful support.
  • You define and refine service standards, SLAs, targets and escalation procedures, and track KPIs such as answer rate, speed of answer, abandonment rate, first-contact resolution and customer satisfaction.
  • You run regular performance reviews with providers, spot gaps and agree on corrective and preventive action plans.
  • You work hand in hand with technical support and service operations, so complex cases reach the right team without delay.
  • You turn call volumes, peak-hour demand, complaints and service trends into dashboards, management reports and smarter resource planning.
  • You drive continuous improvement across hotline systems, CRM, ticketing, call routing and monitoring tools, and share customer insights with teams across after-sales.

Your profile

All right, all right, that was intriguing, wasn't it? Now, to thrive in this role and feel at home for a long time, your ideal background looks a lot like this:
  • You bring experience in customer service, call center or service provider management, ideally in energy, solar, storage or a related technical field.
  • You are confident with KPIs, SLAs and performance reviews, and you know how to turn numbers into clear actions.
  • You enjoy working with data and reporting tools, and you build dashboards that people actually like to read.
  • You are familiar with CRM platforms, ticketing workflows and call routing, and you spot chances to make them better.
  • You communicate clearly and diplomatically, and you can handle escalations and contractual performance discussions with a calm head.
  • You work well with colleagues across technical support, service operations and external partners.
  • You speak German and English at C1 level; other European languages are a plus.
You have a degree in business, communications, engineering or a related field, or equivalent practical experience.

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!

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.