Customer Service and RMA Coordinator

Since 2005, ICD has supplied enterprise servers, storage, networking parts and data centre maintenance to businesses in Egypt, the Gulf, Africa and beyond.

How ICD handles a question or a faulty part after the sale decides whether a customer buys from us again. This role owns that experience, turning every return, replacement and warranty request into a fast, documented resolution.

• Act as the first point of contact for customers after delivery by email, phone and messaging, and log every case in the ERP.
• Open and manage RMA cases from request to closure: collect the part number, serial number, fault description and photos, then confirm eligibility under the warranty terms.
• Coordinate with the service centre to test returned parts and record the result before a replacement, repair or credit is agreed.
• Arrange collection of faulty parts and dispatch of replacements with logistics, and keep the customer informed at every step.
• Raise and track supplier RMAs with the procurement team so that faulty stock is returned or replaced at source.
• Keep case records, serial numbers and stock movements accurate so that every returned unit can be traced.
• Report weekly on open cases, turnaround times and recurring faults, and suggest process improvements.

• Bachelor's degree or diploma in business, engineering or a related field.
• At least 1-2 years in customer service, after-sales support or RMA handling, preferably in IT or electronics.
• Clear, courteous written and spoken communication with business customers.
• Organised case management with strong attention to part numbers and serial numbers.
• Confident use of email, spreadsheets and a CRM or ERP system.

• Basic knowledge of server, storage or networking hardware.
• Experience with ERPNext or a similar ERP.
• ITIL 4 Foundation certification.

Fluent Arabic and professional English, spoken and written; French is an advantage.

Office based; occasional local travel only.