Senior Hotline Specialist - Germany
Munich, Germany7h ago
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Key details
- Location
- Munich, Germany
- Work style
- Onsite
- Level
- Senior
- Job type
- Full-time
- Function
- Operations & Strategy
- Focus area
- other
- Posted
- 7h ago
Skills
capacrmcustomer servicekpistechnical support
About the role
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.