Customer Service Specialist

JOB DESCRIPTIONGemma 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 REQUIREMENTSBachelor'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.