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Open nowPosted 8 hours ago

Senior Hotline Specialist - Germany

sungrow-emea132 open roles

Where
Germany - Munich
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Your applicationOpen nowSenior Hotline Specialist - Germanysungrow-emea · Germany - Munich

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on sungrow-emea's own form.

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The clock on this job

Early applications get read.

13.5% of postings close within 7 days. Measured by our own scanner across the market. sungrow-emea postings stay open a median of 17 days.

Share of postings closed within
  1. 2.3%1 day
  2. 4.6%3 days
  3. 13.5%7 days
  4. 21.8%14 days
  5. 36.6%30 days
  6. 58.9%60 days
This job: posted 8 hours ago

sungrow-emea median: 17 days open

The posting

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.

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    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
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