Kim Ji-seob, the former Vice President overseeing customer service at Mercedes-Benz Korea, has been appointed as the head of customer service for Mercedes-Benz USA as of the 1st of this month.
His promotion is significant as he becomes the first Korean executive to reach a senior-level position in a major overseas subsidiary of Mercedes-Benz. As head of customer service for Mercedes-Benz USA, Kim Ji-seob will oversee maintenance and customer service for Mercedes-Benz vehicles across the entire United States, following his previous role as Head of Overseas Market Management at the headquarters in Germany.
Since 2015, Kim Ji-seob has led customer service initiatives at Mercedes-Benz Korea. In the U.S., he is expected to implement his successful ‘customer-centric’ philosophy and expertise gained in Korea into the American market.
During his tenure at Mercedes-Benz Korea, Kim emphasized the importance of being responsive to changing times and trends to ensure that all customers receive service satisfaction worthy of luxury products. He implemented various customized services in a timely manner to meet customer needs from their perspective.
A notable example of his customer service approach came during the COVID-19 pandemic. In March 2020, as the pandemic spread rapidly, he introduced the ‘Customer Assurance Program’ to alleviate the discomfort of customers visiting service centers. This included extending the expiration date of the Integrated Service Package (ISP) for three months and enhancing the Pickup & Delivery service, alongside free vehicle disinfection services.
From the year following Kim Ji-seob’s assumption of customer service leadership, Mercedes-Benz Korea began to be recognized as the number one in the ‘Automotive A/S’ (imported cars) category of the ‘Korean Quality Satisfaction Index’. They have won this award for an impressive seven consecutive years, showcasing the ongoing efforts of Mercedes-Benz Korea to improve service quality.
After graduating from Yonsei University with a degree in mechanical engineering in 1999, Kim Ji-seob started his career at Mercedes-Benz Korea in 2002. He has held various roles across sales, marketing, product strategy planning, customer service, and parts sales and marketing, eventually being promoted to Vice President in 2015 while also overseeing domestic customer service.
In 2020, he also served as the Acting President of Mercedes-Benz Korea.
In 2021, he moved to Germany to take on the role of Head of Overseas Market Management, becoming the first Korean executive to reach a Vice President level at the headquarters. During this period, he managed markets in five key overseas regions and played a pivotal role in the electrification transition of those markets.
Furthermore, Kim Ji-seob’s recent promotion highlights the importance of understanding the Korean market, which has solidified its position as the fourth largest market for the Mercedes-Benz Group globally. It emphasizes the contributions of individuals who have held key positions in Mercedes-Benz Korea.
Industry insiders expect that as the Korean market continues to grow rapidly, there will be more opportunities for Korean executives to contribute to the development of the global automotive market.
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