# Hotline Specialist - Poland at Sungrow Emea

> Poland · Unspecified · Other · open. Source: https://alderhq.app/jobs/personio%3Asungrow-emea%3A2874844 (read 2026-11-09).

## Facts (observed)

- Company: [Sungrow Emea](https://alderhq.app/companies/sungrow-emea)
- Location text: Poland - Warsaw
- Where it can be done from (inferred): Poland (evidence: "Location: Poland - Warsaw")
- Posted: 2026-11-04 (5 days ago)
- First seen by alder: 2026-11-04 · last verified: 2026-11-07
- Reposted: 0 times · edited: 0 times
- Apply on the employer's site: https://sungrow-emea.jobs.personio.de/job/2874844

## Pay and sponsorship

- Posted pay: not posted
- Market band for similar posted roles (Warsaw, n 6): p25 €59k, median €65k, p75 €71k

## Description (the employer's text)

### Your mission

We are looking for a customer-focused Hotline Specialist to join our Service team in Poland and support residential energy storage customers across Europe.

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.

- 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

Let's see what is needed in order to be a good fit for this role:

- 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.
- Polish and English at a C1 level
- Customer-focused, detail-oriented, and comfortable working in a fast-paced service environment.

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Data: alder (https://alderhq.app). Cite https://alderhq.app/jobs/personio%3Asungrow-emea%3A2874844 and the date you read it. Observed facts come from the employer's own listing; location reach, level, family and skills are inferences.