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Support the analysis, definition and implementation of global routing standards that ensure every case is classified, prioritized and assigned to the right skill, team and market efficiently and consistently.
Key Responsibilities
Analyze routing requirements, operational processes and market-specific needs across after-sales support channels.
Document business rules, routing logic, case classification criteria, prioritization rules and assignment scenarios.
Support Product Managers in refining backlog items, acceptance criteria, process flows and implementation dependencies.
Collaborate with business stakeholders, delivery teams and technical experts to validate routing standards and ensure practical feasibility.
Prepare analysis materials, decision documentation and process artefacts to support governance and rollout activities.
Contribute to testing, adoption support and continuous improvement of routing capabilities.
Required Profile
Experience as a Business Analyst, Product Analyst, Functional Analyst or similar role in CRM, case management, service operations or contact center environments.
Strong analytical skills and ability to document rules, workflows, processes and requirements clearly.
Good understanding of customer service operations, after-sales support or work distribution models.
Comfortable working with Agile teams, product backlogs, user stories and acceptance criteria.
Excellent communication skills and attention to detail.
Nice to Have
Experience with Salesforce or similar CRM platforms.
Experience in contact center environments, customer engagement platforms or after-sales support operations.
Knowledge of automotive industry processes, international rollout projects or multi-market standardization initiatives.
Benefits
Food ticket
Health insurance
Training and access to certification vouchers
Work-life balance initiatives
Referral program
Birthday off
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