Senior Customer Service Representative – Castrol

About the role

This is a Castrol requisition; the successful candidate joins the Castrol ring-fence ahead of the Castrol divestment later in 2026, after which they will be employed fully by Castrol. The Senior Customer Service Representative provides first and second line of customer support for telephone and written enquiries from external Key Customers, internal customers and other consumers, aiming for fast, accurate answers and high customer satisfaction. Senior Customer Facing CSRs are the first point of contact for BP telephone-based enquiries from Key Customers.

Key responsibilities

• Handle day-to-day customer service operations in line with service level agreements, process performance indicators and core values.
• Act as a key point of contact for verbal and written enquiries from Key Account customers such as retail fuelling sites, branded and unbranded customers, commercial and strategic accounts and terminals.
• Resolve Key Account issues by telephone and in writing, raising unactioned activities and escalating concerns about service levels or deadlines.
• Provide service by internet, phone, fax and email, covering account set-up, order processing, sales order tracking, supply outages, retail marketing programmes, site complaints and lubricant quality claims.
• Log, assign and supervise queries from receipt to completion, keeping data accurate in customer service and data collection systems.
• Triage customer issues, handling high-risk financial, legal or reputational matters and forwarding others.
• Maintain customer expectations against service level agreements, recommend improvements to knowledge base documents and highlight process gaps.
• Build strong relationships with customers and internal partners, and perform user acceptance testing of service centre technology and ERP systems.

Required profile

• A-level standard or equivalent education.
• Fluency in English.
• Proven understanding of customers' needs and behaviours.
• Excellent written and oral communication skills and strong problem-solving and organisational skills.
• Customer service experience in a telephone or customer service environment, preferably with Key Account customers.

Required skills

• Experience using SAP and/or Salesforce and MS Office.
• Hybrid working arrangement; negligible travel expected; relocation within the country is eligible.

What we offer

• Bonus opportunities based on performance and a wide range of cafeteria elements.
• Life and health insurance and a medical care package.
• Hybrid working aligned with team and business needs.
• Long-term career path, learning options and eligibility for the Global ShareMatch plan.
• Family-friendly workplace (extended parental leave, mother-baby room) and wellbeing programmes.
• Collaboration spaces in the Budapest and Szeged offices.