Customer Service Specialist – After‑Sales & Technical Support

About the role

GEMMA for Ceramics & Porcelain is seeking a Customer Service Specialist to manage customer complaints and after‑sales cases from intake to verified closure. The role combines desk‑based case management with on‑site inspections of product and installation issues at customer premises and project sites.

Key responsibilities

• Receive, log and own customer complaints across phone, WhatsApp, email, showroom and dealer referrals, ensuring closure within service‑level targets.
• Conduct on‑site visits to inspect reported issues, documenting findings with photos, measurements and batch references.
• Diagnose ceramic and porcelain defects (shade variation, sizing, glaze, cracking, transit breakage, installation errors) and determine root cause.
• Recommend and execute resolutions such as replacement, credit note, technical guidance or documented rejection.
• Handle escalated, high‑value and dealer dispute cases independently.
• Prepare technical inspection reports and forward repeat or high‑value cases to Quality Control and Production for root‑cause analysis.
• Coordinate with QC, Production, Sales, Showrooms and Warehouse to track replacements, returns and credit notes.
• Follow up with customers after resolution to confirm closure and record satisfaction.
• Maintain accurate case records and produce weekly/monthly reports on complaint volumes, defects, turnaround time and satisfaction.
• Contribute to service standards, response templates and guide Customer Service Representatives.

Required profile

• Bachelor’s degree in a relevant field; technical or engineering background is a plus.
• 3–7 years of customer service, after‑sales or complaint‑handling experience, including at least 2 years with technical/product‑related complaints.
• Experience in ceramics, porcelain, sanitaryware, building materials or a comparable manufacturing/retail sector preferred.
• Excellent Arabic communication skills and very good English.
• Strong MS Office skills, especially Excel, and familiarity with a CRM or ticketing system.

Required skills

• MS Office (Excel)
• CRM or ticketing system