Welcome to Mercedes-Benz Korea!

We are looking for a specialist to oversee the management of our Customer Contact Center, with a focus on enhancing and maintaining our outsourced call center operations, Roadside Assistance (RSA), and courtesy car management. This role will involve developing and implementing policies, procedures, and service standards to ensure efficient operations within the organization. The specialist will also analyze and review performance data to drive continuous improvements and ensure consistent performance measurement. If you are interested to work with us, apply now.

Your responsibilities are: 

Call center operations management

• Develop call center operations tactics, staying abreast of new practices and technologies
• Establish the key quality and performance indicator
• Develop and implement the standardized benchmark process for more accurate result tracking
• Direct and supervise major activities associated with call center operations
• Manage the performance of call center operation to meet all KPIs
• Ensure the right level of resource are forecasted and available to meet customer demands
• Analyze call center performance by collection data/trend, identify problems and develop action plan
  
  

Call service quality management

• Monitor and enhance service quality to ensure the CCC delivers an exceptional customer experience
• Implement and oversee quality assurance programs to ensure accurate information delivery, effective issue resolution, and customer satisfaction
• Conduct performance reviews, training, and process improvements to maintain high service standards
  
  

24-Hour Roadside Assistance (RSA) Management

• Manage the end-to-end process of emergency roadside assistance operations handled by the CCC, dealer service centers & outsourced service provider
• Ensure seamless coordination between service centers and external partners to provide prompt and high-quality assistance
• Develop and refine service protocols to enhance response efficiency and customer experience
  
  

Courtesy car service management

• Develop and manage policies for courtesy cars provided during vehicle repair periods at service centers
• Ensure seamless coordination and availability of courtesy cars to enhance customer experience
• Monitor utilization and service quality to maintain a premium brand image
• Develop standardized benchmark process connected from call center to dealer network
• Monitor and supervise major activities

Education

B.A. degree

Experience

5 years’ or more working experience in customer care or call center service business

Specific knowledge

Basic knowledge of automobile and dealer service operation
Relevant customer protection law and regulation knowledge
Strong client-facing and communication skills
Working knowledge of customer service software, databases and tools
Strong analytical skills with great attention to detail, accuracy and quality
Ability to plan, prioritize a variety of tasks