The posting
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
About the team
Our FBT (Finance, Business & Technology) organisation defines, owns, sources and operates efficient and standardised business services across bp. We are business process professionals working as a unified organisation across customer service, finance, procurement, PC&C and other functional areas to support bp's global operations.
Within Customer Service, the team provides responsive, high-quality support to Key Customers, internal stakeholders and consumers, ensuring enquiries, orders and service issues are resolved accurately and within agreed service levels. The team supports commercial and strategic accounts, retail fuelling sites, branded and unbranded customers and terminals, working closely with Sales, Supply Chain, Operations and other internal functions.
As a Senior Customer Service Representative, you’ll be a key point of contact for our customers, providing professional first and second-line support across phone and written channels. You’ll take ownership of enquiries, resolve issues efficiently and deliver a consistently high-quality customer experience while managing expectations across multiple channels.
Key tasks
- Act as a first and second-line point of contact for Key Customers, internal stakeholders and consumers across telephone, email and digital channels, ensuring timely, accurate and professional resolution of enquiries.
- Manage customer account setup, allocation and delivery issues, order processing and fulfilment, sales order tracking and other customer service activities, maintaining a high level of first-contact resolution.
- Act as an escalation point for complex customer enquiries and take ownership of key account issues, coordinating with relevant internal teams to ensure timely resolution.
- Handle customer complaints and supply-related issues, including supply outages, retail site experience complaints and lubricant quality claims, ensuring appropriate investigation, escalation and resolution.
- Monitor customer requests and issues from receipt through to completion, ensuring accurate logging, assignment, tracking and maintenance of information across relevant customer service and data collection systems.
- Support FBT activities through immediate triage, escalation and resolution or forwarding of high-risk customer issues, including financial, legal and reputational matters.
- Build and maintain strong relationships with customers and internal business partners through clear, professional, proactive and high-quality communication.
- Manage customer expectations by working within agreed Service Level Agreements (SLAs) and escalating concerns where service levels or deadlines may not be met.
- Identify knowledge gaps, process inefficiencies and opportunities for continuous improvement, making recommendations to enhance productivity, service quality and customer experience.
- Support knowledge management by identifying improvements to existing knowledge base documentation and highlighting areas where additional guidance may be required.
- • Participate in User Acceptance Testing (UAT) for Customer Service technology and ERP systems to support effective implementation of system enhancements.
Experience required
- Minimum of 12 months of previous experience in customer service, preferably in a telephone-based or customer-facing environment and ideally supporting Key Account Customers.
- C1 level German is mandatory, with the ability to communicate confidently and professionally with German-speaking customers and stakeholders, both verbally and in writing.
- C1 level English is required for communication with international customers, colleagues and stakeholders.
- Demonstrated ability to understand and respond effectively to customer needs and behaviours, with a strong focus on ownership, resolution and customer satisfaction.
- Excellent written and verbal communication skills, with the ability to build effective working relationships with customers and internal stakeholders.
- Strong time management and organisational skills, with the ability to prioritise multiple requests and work effectively within agreed service levels.
- Strong problem-solving skills and the ability to manage escalations, complaints and complex customer enquiries.
- Highly motivated, proactive and customer-focused, with the ability to identify process gaps and opportunities to improve service delivery.
- Proficiency in MS Office applications; experience using SAP and/or Siebel 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 [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.
