Customer Relations Management Specialist

Mercedes-Benz Korea Limited

Mercedes-Benz Korea Limited, Seoul Square, Seoul (On-site)

Job Type Full-time

Experience Senior

Posted 3 weeks 1 day ago

On-site Senior Level

Tasks

Management of Motor Vehicle Exchange and Refund Arbitration Cases

Case intake and preparation of case summaries based on filing information.
Review of defect existence through repair history and supporting repair documentation in collaboration with partner companies and the MBK Technical team.
Assessment of replacement and refund requirement fulfillment and preparation and submission of MBK written responses in collaboration with MBK Technical and Legal teams.
Attendance at arbitration hearings and response to arbitrators’ inquiries, follow-up on hearing results, and preparation and submission of supplementary responses.
Engagement of external law firms when necessary and collaboration on case responses.
Implementation of arbitration awards, including vehicle exchange or refund, cost settlement, internal approvals, and customer notification.

Case Resolution through Customer Settlement

Development of customer compensation proposals for cases suitable for closure through settlement.
Negotiation and agreement with customers and case closure through provision of compensation.

Handling Consumer Complaints and Dispute Mediation

Review of claims and key issues in complaints and dispute mediation cases received from the Korea Consumer Agency and other external bodies, and preparation of written replies.
Attendance at Dispute Mediation Committee sessions and review and decision on acceptance of mediation decisions in consultation with the MBK Legal team.

Case Log Management and Executive Reporting

Management of intake, progress, and outcome logs for arbitration cases and Korea Consumer Agency cases.
Preparation and delivery of executive reports based on log data and insights.

Qualifications

Bachelor’s degree or higher in automotive engineering, mechanical engineering, law, or a related field.
At least seven years of relevant experience in automotive customer complaint handling, vehicle exchange and refund arbitration, or consumer dispute management.
Understanding of the motor vehicle exchange and refund arbitration system under the Motor Vehicle Management Act and related arbitration procedures.
Understanding of the Framework Act on Consumers and consumer dispute mediation procedures.
Automotive engineering knowledge, including vehicle architecture and major systems such as powertrain, electrical and electronic systems, and chassis.
Ability to interpret technical materials, including repair histories and maintenance records, and collaborate with technical teams.
Customer negotiation and conflict management skills, including the ability to develop compensation proposals and reach settlements.
Ability to prepare formal documents and provide data-driven reporting.
Proficiency in written and verbal English communication.

Recruitment Process

Document screening, personality and aptitude test, first interview, second interview, offer discussion, and final selection.

Benefits

Mobile phone for employees, possible health benefits, employee discounts, possible employee events, parking, canteen and café, and good public transport.