Your mission
Hello and welcome to Sungrow!
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
- 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.
- English and Romanian at C1 level
- Customer-focused, detail-oriented, and comfortable working in a fast-paced service environment.
About us
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.
Hotline Specialist - Romania in Bucharest Arbeitgeber: Sungrow - EMEA
Sungrow ist ein hervorragender Arbeitgeber, der Ihnen die Möglichkeit bietet, praktische Erfahrungen in einem dynamischen und internationalen Umfeld der grünen Technologie zu sammeln. Unsere offene und unterstützende Unternehmenskultur fördert das Lernen und die persönliche Entwicklung, während Sie aktiv zur Energiewende beitragen. Mit einem starken Fokus auf Teamarbeit und Innovation bieten wir Ihnen die Chance, Ihre Fähigkeiten in der Logistik weiterzuentwickeln und Teil einer bedeutenden Mission zu sein: Saubere Energie für alle zugänglich zu machen.
