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 on roads 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) - Fixed Term Contract, 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 provides responsive, high-quality support to key customers and internal stakeholders, ensuring enquiries, orders and service issues are resolved accurately and within agreed service levels. The team supports commercial accounts, retail fueling sites, branded and unbranded customers and terminals, working closely with Sales, Supply Chain, Operations and other internal functions.
Key tasks
• Act as a first and second-line point of contact for customers and internal stakeholders across phone, email and digital channels, ensuring timely and accurate resolution of enquiries.
• Manage customer orders, account setup, delivery issues, sales order tracking and fulfilment, maintaining a high level of first-contact resolution.
• Act as an escalation point for complex enquiries and take ownership of key account issues, coordinating with internal teams to ensure timely resolution.
• Handle customer complaints and supply-related issues, including outage management, while balancing customer expectations with agreed service levels.
• Build strong relationships with customers and internal stakeholders through clear, professional and proactive communication.
• Identify knowledge gaps, process inefficiencies and opportunities to improve service quality, productivity and customer experience.
• Maintain accurate customer and order information and support data management and control across relevant systems and processes.
• Participate in user acceptance testing and improvements to customer service technology and ERP/CRM systems.
Experience required
• Previous experience in customer service, customer operations, order management or a similar customer-facing environment, ideally supporting B2B customers or key accounts.
• Fluent/proficient German is mandatory, with the ability to communicate confidently and professionally with German-speaking customers and stakeholders, both verbally and in writing.
• Proficient English is required for communication with international customers, colleagues and stakeholders.
• Demonstrated experience handling customer enquiries, orders, complaints and escalations, with a strong focus on ownership and resolution.
• Excellent written and verbal communication skills, with the ability to manage customer expectations professionally and effectively.
• Strong organization, time management and problem-solving skills, with the ability to prioritize multiple requests and work within agreed service levels.
• A proactive and customer-focused mindset, with the ability to identify process improvements and opportunities to enhance service quality.
• Proficiency in MS Office; experience with SAP, Salesforce, Siebel or other ERP/CRM systems would be advantageous.
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 privacy.response@castrol.com.
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.