Senior Customer Service Representative – English Speaking

Castrol is one of the world’s leading lubricant brands, serving customers and consumers in the automotive, marine, industrial and energy sectors. Castrol brands are recognised globally for their premium quality and high performance, shaped by the company’s commitment to innovation and cutting-edge technology. With products sold in more than 150 countries, Castrol has helped keep things moving onroads and racetracks, air, sea, and space for over 125 years. 

Whether you're just starting out or ready for your next big move, you're in the right place to explore an exciting career with Castrol.

Job description

The Senior Customer Service Representative (CSR) provides first and second-line support for telephone and written inquiries from external key customers, internal participants, and other consumers in line with agreed service levels. This role ensures queries are resolved promptly, accurately, and with the highest level of customer satisfaction.

Senior CSRs act as the first point of contact for key customer inquiries and are expected to have a broad understanding of all customer service processes to achieve high first-contact resolution rates while handling customer expectations across multiple channels.

About the team

Our Customer Service team is responsible for delivering high-quality, responsive support to key customers and internal stakeholders, ensuring queries and service issues are resolved accurately and efficiently. The team works across external customers, commercial accounts, retail fueling sites and terminals, partnering closely with Sales, Supply Chain, Operations and other internal functions to deliver a seamless customer experience.

Key tasks

• Act as a first and second-line point of contact for external and internal customer enquiries across phone, email and digital channels, ensuring timely and accurate resolution.
• Manage and resolve customer orders, delivery issues, sales order tracking and supply-related enquiries, maintaining a high level of first-contact resolution.
• Take ownership of Key Account issues and escalations, proactively coordinating with relevant internal teams to drive cases through to resolution.
• Support account setup, fulfilment activities, retail marketing programme enquiries and complaint resolution, while managing customer expectations against agreed service levels.
• Build strong relationships with customers and internal stakeholders by understanding customer needs and providing clear, professional and effective communication.
• Identify knowledge gaps, process inefficiencies and opportunities for improvement, contributing ideas that enhance productivity, service quality and customer experience.
• Maintain accurate customer and service information, supporting data management and control across relevant systems and processes.
• Contribute to user acceptance testing and improvements to customer service technology and ERP systems, including SAP and CRM platforms.

Experience required

• Previous experience in customer service, customer operations, order management or a similar customer-facing environment, ideally supporting B2B or key accounts.
• Demonstrated ability to manage customer enquiries, orders, complaints and escalations, taking ownership through to resolution.
• Strong problem-solving and organizational skills, with the ability to prioritize multiple requests and manage agreed service levels.
• Excellent written and verbal communication skills, with the confidence to communicate professionally with customers and internal stakeholders.
• A proactive, customer-focused approach, with the ability to anticipate issues, manage expectations and identify opportunities for improvement.
• Strong attention to detail and experience working with customer, order or account data where accuracy is critical.
• Proficiency in MS Office and confidence working with digital systems; experience with SAP, Salesforce, Siebel or another ERP/CRM system would be advantageous.
• Proficient English with the ability to communicate confidently across written and verbal channels.

Privacy

The Castrol entity recruiting for this role is the data controller for the personal information you provide. We use it to assess your application and to manage the recruitment and onboarding process. We may share it with service providers who support our recruitment, and it may be transferred to other Castrol entities internationally under appropriate safeguards. We keep it only for as long as necessary. For details of how we use your information and your data protection rights, contact  [email protected].

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to Castrol recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.).

If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.