Customer Service Specialist

JOB DESCRIPTION

Gemma for Ceramics & Porcelain is hiring a Customer Service Specialist to own customer complaints and after-sales cases from intake through to verified closure. The role is based at our Head Office in El-Remaya (Haram, Giza) and combines desk-based case management with on-site inspection of reported product and installation issues.

• Receive, log, and own customer complaints across all channels (phone, WhatsApp, email, showroom and dealer referrals) through to closure within the agreed service-level target.

• Conduct on-site visits to customer premises and project sites to inspect reported issues, and document findings with photographs, measurements, and batch references.

• Diagnose ceramic and porcelain complaints — shade variation, sizing and calibration, surface and glaze defects, cracking, transit breakage, and fixing or grouting errors — and determine whether the cause is product, handling, or installation.

• Recommend and execute the appropriate resolution: replacement, credit note, technical guidance, or a documented rejection with clear justification.

• Handle escalated, high-value, and dealer dispute cases independently.

• Prepare technical inspection reports and route repeat or high-value cases to Quality Control and Production for root-cause analysis and corrective action.

• Coordinate with QC, Production, Sales, Showrooms, and Warehouse to execute resolutions and track replacements, returns, and credit notes.

• Follow up with customers after resolution to confirm closure and record satisfaction.

• Maintain accurate, auditable case records and produce weekly and monthly reporting on complaint volumes, recurring defects, turnaround time, and customer satisfaction.

• Contribute to service standards and response templates, and provide day-to-day guidance to Customer Service Representatives.

JOB REQUIREMENTS

• Bachelor's degree in a relevant field; a technical or engineering background is an advantage.

• 3 to 7 years of customer service, after-sales, or complaint-handling experience, including at least 2 years handling technical or product-related complaints.

• Experience in ceramics, porcelain, sanitaryware, building materials, or a comparable manufacturing or retail sector is strongly preferred.

• Proven ability to diagnose product complaints and explain technical findings clearly to non-technical customers.

• Excellent Arabic communication skills; very good English.

• Very good MS Office skills, particularly Excel for case tracking and reporting; familiarity with a CRM or ticketing system.

• Resident of Cairo or Giza, able to commute to the El-Remaya Head Office and travel to customer sites within Greater Cairo.

• Valid car driving licence.

• Presentable, composed under pressure, with strong de-escalation, negotiation, and ownership skills.

• Age 26 to 35 years.