Senior Hotline Specialist - Germany

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.