포지션 상세
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)
• 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
• 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
주요업무
• 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
자격요건
• 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
