Customer Service Assistant

Job Summary:

Serve as the primary point of contact for Castrol Egypt customers, managing enquiries, order processing, complaint resolution, and communication across all customer touchpoints, while ensuring seamless coordination with internal teams to deliver a consistently high level of service.

Key Responsibilities and Deliverables:

Customer Enquiry & Order Management

• Handle customer enquiries related to orders, deliveries, product availability, and lead times in a timely and professional manner
• Receive, validate, and process customer orders accurately through JDE
• Provide clear and proactive order status updates to customers throughout the order cycle
• Manage order amendments, cancellations, and special requests in accordance with internal procedures

Complaint & Issue Resolution

• Act as the first point of contact for customer complaints, disputes, and service issues
• Log, investigate, and resolve customer cases within agreed service standards and timelines
• Coordinate with Customer Operations, Supply Chain, and Finance for root-cause resolution of service failures
• Escalate unresolved issues to the Customer Service Manager where necessary

Invoicing & Billing Support

• Support customers with invoice queries, credit/debit note requests, and billing clarifications
• Liaise with Finance and Customer Operations on credit notes, debit notes, and corrections
• Ensure customers clearly understand invoicing terms, pricing, and payment processes
• Maintain accurate records of all invoicing-related communications and resolutions

Customer Communication & Relationship Management

• Provide clear, proactive, and professional communication across all customer touchpoints
• Inform customers promptly of delivery delays, backorders, pricing changes, or service disruptions
• Support customers post-delivery with order follow-ups and service queries
• Route technical or product-related enquiries to Technical Services where applicable
• Contribute to maintaining high customer satisfaction scores through responsive and courteous service

Key Competencies:

• Customer focus
• Communication
• Problem solving
• Attention to detail
• Teamwork & collaboration
• Resilience
• Service excellence
• Planning & prioritisation
• Systems proficiency
• Integrity

Minimum Qualifications:

Bachelor Degree in Business Administration, Commerce or related field

Minimum Experience:

1-3 years experience in customer service, customer operations or order management