Specialist - Customer Service

Critical primary point of contact for Retail, C&I and Lubricant account and customers of South Africa and Botswana. Accepts immediate ownership of inquiries and assumes advocacy role in resolving order to cash inquiries and concerns. Accountable for timely resolution of issues within service level agreements and compliance parameters. Responsible for processing refines and lubricant orders received through phone, and email accurately and in a timely manner. Ensure orders not accepted and delayed deliveries are communicated to the appropriate parties.

Works with the different business units including but not limited to Retail, C&I, Lubricants, Pricing, Credits and Logistics in resolving customer inquiries and concerns.

• Critical primary point of contact for Retail, C&I and Lubricant account and customers of South Africa and Botswana.
• Accepts immediate ownership of inquiries and assumes advocacy role in resolving order to cash inquiries and concerns.
• Accountable for timely resolution of issues within service level agreements and compliance parameters.
• Responsible for processing refines and lubricant orders received through phone, and email accurately and in a timely manner.
• Ensure orders not accepted and delayed deliveries are communicated to the appropriate parties.
• Works with the different business units including but not limited to Retail, C&I, Lubricants, Pricing, Credits and Logistics in resolving customer inquiries and concerns.
• Utilise various applications available to assist customers, gather data and resolve issues. Handle customer inquiries regarding credit violations, available balance, and rebates.
• Monitor and analyses daily open orders and coordinate with Business Consultants impact to credit standing of accounts. Handle inquiries on promotions and station operation concerns.
• Executes other processes as deemed necessary including generation of Auto Replenished accounts daily sales, back-order reports, material safety data sheet requests, reprinting of package delivery note. Handle request for POD , statement or invoices.
• Responsible for Astron Energy Level 1 Support: Manage Self Registration, password reset, access problems, link out to other application is successful but having problems with application.
• Provides AE O&A training to Business Consultants and customers.
• Coordinates and actions tickets for AE issues.
• Responsible for resolving simple customer complaints received against CSC or other departments; complaints against service station staffs, products/services or facilities; complaints against damaged & missing products; complaints against defective and malfunctioning equipment and other customer complaints.
• Participate in developmental activities including business knowledge trainings, new processes and systems trainings.
• Identifies, documents and shares best practices between immediate team regarding operational efficiencies, process improvements, and continually works to maintain and improve customer service level to customers. Participates with fellow colleagues to achieve goals, team objectives.
• Initiates, leads or participates in process improvements efforts and works with other groups to achieve overall improvement and process standardization in local and end-to-end processes.
• StarCard and StarCash Support. Responsible for the set-up, maintenance and update of Astron Energy South Africa StarCard customer account and card data information, blocking and reactivation of account, card replacement, and account closure/termination of Card users.
• Responds to StarCard merchants’ inquiries regarding payment and reimbursement of their accounts.
• Developing and updating the relevant process documentation as well as formulating the corresponding JLA’s.
• Update all process documents as when and when process changes
• Completes all required training and Corporate Compliance functions when required.
• Participates in all safety programs (LPS, Wellnomics, and Stop Work Responsibility/Authority and demonstrates operational excellence and Astron Way values.

Qualifications

• Matric or equivalent (requirement)
• Degree, Diploma or equivalent would be advantageous
• SAP knowledge and experience

Knowledge & Skills

• Work Experience: 2 years inbound customer service work experience
• Excellent organization, multi-tasking and time management skills
• Customer relationship building and management
• Attention to Detail
• Accuracy
• Excellent verbal and written communicating skills
• Computer skills – proficient with Microsoft word and excel

Application deadline: 24 July 2026