Role at a glance
- Salary
- Not Disclosed
- Location
- 서울 중구 남대문로 541 (서울스퀘어 9층), Seoul, South Korea
- Work arrangement
- On-site
- Employment
- Full-time
- Experience
- 7+ years
- Education
- Bachelor's
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We’ll check it against the original posting.
Qualifications
Required
- 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 (Korean Lemon Law) 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/electronic systems, and chassis
- Ability to interpret technical materials, including repair histories and maintenance records, and collaborate effectively with technical teams
- Customer negotiation and conflict management skills, including the ability to develop reasonable compensation proposals and reach settlements
- Ability to prepare formal documents, including written responses and reports, and provide data-driven reporting
About the role
Original posting provided by 메르세데스-벤츠(Mercedes-Benz)
About the role
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 MBK Technical team)
What you'll do
• 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 MBK Technical team)
• Assessment of replacement/refund requirement fulfillment based on review results, and preparation/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/submission of supplementary responses
• Engagement of external law firms when necessary and collaboration on case response (engagement cost approval, support for fact verification, support for technical opinions in collaboration with Technical team)
• Implementation of arbitration awards, including vehicle exchange or refund, cost settlement, internal approvals, and customer notification
• Development of customer compensation proposals for cases suitable for closure through settlement
• Negotiation and agreement with customers; case closure through provision of compensation
• Review of claims and key issues in complaints and dispute mediation cases received from the Korea Consumer Agency and other external bodies, and written replies thereto
• Attendance at Dispute Mediation Committee sessions and response to inquiries; review and decision on acceptance of mediation decisions (in consultation with MBK Legal team)
• 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
Requirements
• 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 (Korean Lemon Law) 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/electronic systems, and chassis
• Ability to interpret technical materials, including repair histories and maintenance records, and collaborate effectively with technical teams
• Customer negotiation and conflict management skills, including the ability to develop reasonable compensation proposals and reach settlements
• Ability to prepare formal documents, including written responses and reports, and provide data-driven reporting
• Proficiency in written and verbal English communication
Benefits
자세한 사항은 홈페이지 참조
Hiring process
Document Screening → Personality & aptitude test → First Interview → Second Interview → Offer Discussion → Final Selection
About the company
메르세데스-벤츠(Mercedes-Benz)
Mercedes-Benz는 자동차 제조업체로, 현대 자동차의 역사를 함께 만들어왔습니다. 독일 슈투트가르트에 본사를 두고 있으며, 럭셔리 세단, SUV, 고성능 차량 등 다양한 프리미엄 자동차를 생산합니다. 한국에서는 지역 자회사로서 최신 기술과 세련된 디자인의 차량을 공급하며, 전기차 및 자율주행 등 미래 이동수단 개발에 적극 참여하고 있습니다. 프리미엄 자동차 브랜드로서 고객에게 최고의 품질과 서비스를 제공합니다.