# Senior Hotline Specialist - Germany at Sungrow Emea

> Germany · Senior · Other · open. Source: https://alderhq.app/jobs/personio%3Asungrow-emea%3A2879346 (read 2026-11-07).

## Facts (observed)

- Company: [Sungrow Emea](https://alderhq.app/companies/sungrow-emea)
- Location text: Germany - Munich
- Where it can be done from (inferred): Germany (evidence: "Location: Germany - Munich")
- Posted: 2026-11-06 (1 days ago)
- First seen by alder: 2026-11-06 · last verified: 2026-11-06
- Reposted: 0 times · edited: 0 times
- Apply on the employer's site: https://sungrow-emea.jobs.personio.de/job/2879346

## Pay and sponsorship

- Posted pay: not posted
- Market band for similar posted roles (Munich, n 7): p25 €79k, median €83k, p75 €110k

## Description (the employer's text)

### Your mission

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

- 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.

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Data: alder (https://alderhq.app). Cite https://alderhq.app/jobs/personio%3Asungrow-emea%3A2879346 and the date you read it. Observed facts come from the employer's own listing; location reach, level, family and skills are inferences.