Hotline Specialist - Europe
Core
Monitor hotline operations and support residential energy storage customers across Europe by managing external service providers and analyzing service performance.
Role type
Senior IC customer service operations specialist
Builds
Service quality and customer satisfaction for residential energy storage
Domain
Renewable energy + customer service operations
Deliverable
dashboards & analysis
Required skills
Call center KPIs, SLA management, operational data analysis, CRM/ticketing systems, English (C1), Romanian (C1)
Preferred skills
Excel proficiency, experience with call center systems
Responsibilities
Monitor daily performance and service quality of external hotline providers, Track key KPIs including call answer rate and response time, Identify service issues and follow up on improvement actions, Coordinate with technical support to resolve customer inquiries, Analyze call volumes and service trends, Prepare regular reports on hotline performance