Senior Customer Service Representative (Senior CSR)

About the company

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.

Castrol’s Customer Service team supports the industrial B2B business by delivering reliable, timely and customer-focused service to customers and business partners. Working closely with customers and internal stakeholders across sales, supply chain, logistics and other functions, the team helps resolve enquiries, coordinate orders and deliveries, and maintain a high standard of customer satisfaction.

Your tasks

• Manage customer enquiries received by telephone and in writing, providing accurate, timely and professional responses.
• Process customer orders, monitor order fulfilment and track deliveries, coordinating with relevant teams to resolve issues.
• Take ownership of customer complaints and escalated enquiries, ensuring appropriate follow-up through to resolution.
• Maintain accurate customer information, transaction records and case updates across relevant systems.
• Manage customer expectations in line with agreed service levels, prioritising urgent requests and escalating risks when necessary.
• Build effective working relationships with customers, colleagues and internal business partners to deliver a consistent service.
• Identify recurring issues, process gaps and opportunities to improve service quality and operational efficiency.
• Support the implementation and testing of system enhancements and process improvements where required.

Requirements

• At least 12 months of experience in customer service or a customer-facing role, preferably involving telephone-based support.
• Fluent English, with strong written and verbal communication skills.
• A customer-centric approach, with the ability to understand customer needs and manage expectations professionally.
• Strong problem-solving skills and the ability to take ownership of enquiries and complaints through to resolution.
• Good organisational and time-management skills, with the ability to prioritise competing requests and meet deadlines.
• Ability to work collaboratively with colleagues and stakeholders across different teams.
• Confidence using digital tools and customer information systems; experience with SAP, Salesforce or similar systems, and Microsoft Excel, is an advantage.
• Attention to detail and a commitment to maintaining accurate records and delivering high-quality service.

Other

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.