Key Responsibilities

1. Hotline Management

Be responsible for the daily operation of the residential & C&I energy storage hotline center, formulate service standards, coordinate scheduling and resource allocation to ensure efficient hotline response.

2. Technical Coordination

Handle major technical inquiries and complex faults in the field, coordinate resources to promote closed-loop problem resolution, collect customer feedback and synchronize it to relevant departments.

3. Team Management

Establish and manage the hotline technical support team, organize specialized training, conduct performance management and staff motivation, and reduce turnover rate.

4. Quality Optimization

Monitor core hotline service indicators, identify shortcomings and implement improvements, handle major customer complaints, and maintain customer relationships.

5. Collaboration & Business Travel

Collaborate cross-departmentally to provide technical support, and travel to project sites for on-site support, technical guidance and other tasks.

6. Knowledge Base Development

Lead the establishment and update of the hotline service knowledge base, and optimize the hotline service system and processes.

Job Requirements

1. Bachelor’s degree or above; major in new energy, energy storage or related fields is preferred. For outstanding candidates, college degree may be considered.

2. At least 3 years of experience in customer service / hotline center management; experience in residential or C&I energy storage technical support is preferred.

3. Understand the basic principles of residential and C&I energy storage systems, with basic technical judgment and customer service capabilities.

4. Strong organization, management and coordination skills; responsible, good stress resistance, with data-driven thinking.

5. Willing to travel frequently; proficient in office software and customer service management systems; relevant professional certificates are a plus.

主要职责：

1. 热线管理：负责户储、工商业储能热线中心日常运营，制定服务标准，统筹排班与资源调度，保障热线高效响应。

2. 技术统筹：处理领域内重大技术咨询及复杂故障，协调资源推动问题闭环，收集客户反馈并同步至相关部门。

3. 团队管理：搭建并管理热线技术支持团队，组织专项培训，做好绩效管控与人员激励，降低流失率。

4. 质量优化：监控热线核心服务指标，识别短板并优化，处理重大客户投诉，维护客户关系。

5. 协同与出差：联动跨部门提供技术支持，前往项目现场开展驻场支持、技术指导等工作。

6. 知识库搭建：牵头搭建并更新热线服务知识库，优化热线服务体系与流程。

任职要求

1. 本科及以上学历，新能源、储能等相关专业优先，优秀者可放宽至大专。

2. 3年及以上客服/热线中心管理经验，有户储、工商业储能技术支持经验者优先。

3. 了解户储、工商业储能系统基本原理，具备基础技术判断与客户服务能力。

4. 具备较强的组织管理、统筹协调能力，责任心强、抗压性好，有数据驱动思维。

5. 接受长期出差，熟悉办公软件及客服管理系统，有相关专业证书者优先。

6. 中文&英语流利，其它小语种作为加分项（德语、瑞典语、荷兰语、法语、意大利语、罗马尼亚语、保加利亚语等）