Customer Service Assistant

About the role

We are looking for a Customer Service Assistant to be the main point of contact for Castrol Egypt’s customers. You will handle enquiries, process orders, resolve complaints and support invoicing, ensuring a high level of service across all touchpoints.

Key responsibilities

• Respond to customer enquiries about orders, deliveries, product availability and lead times in a timely, professional manner.
• Receive, validate and process orders accurately using the JDE system, providing proactive status updates throughout the order cycle.
• Manage order amendments, cancellations and special requests in line with internal procedures.
• Act as first point of contact for complaints, log and investigate cases, and coordinate with Operations, Supply Chain and Finance to resolve issues.
• Support customers with invoice queries, credit/debit note requests and billing clarifications, liaising with Finance and Customer Operations.
• Communicate delivery delays, back‑orders, pricing changes or service disruptions promptly and courteously.
• Escalate unresolved matters to the Customer Service Manager and maintain accurate records of all interactions.

Required profile

• Bachelor’s degree in Business Administration, Commerce or a related field.
• 1‑3 years of experience in customer service, order management or customer operations.
• Strong customer focus, problem‑solving ability and attention to detail.
• Excellent communication and teamwork skills, with resilience in a fast‑paced environment.

Required skills

• Proficiency with JDE (JD Edwards) order management system.