Senior Customer Service Representative (Senior CSR)

Key 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.

Experience required

• 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.

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.

About the team

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.