Amentum is a global leader in designing, engineering, and modernizing critical systems and programs of national importance across defense, security, intelligence, energy, and the environment. Driven by our commitment to creating a secure, sustainable future, we innovate as a collaborative team of passionate professionals dedicated to making a meaningful impa...

Customer Services Manager

Job Type

Full Time

Qualification

Diploma

Experience

3 years

Location

Lamu

Job Field

Customer Care, Success and Service

Job Responsibilities:

• Responding promptly and effectively to customer requests, ensuring accurate information, guidance, and status updates are provided in a timely manner.
• Managing customer inquiries initiated from various sources, such as walk-ins, phone calls, faxes, or emails, while maintaining a professional and courteous demeanor.
• Ensuring all customer complaints, concerns, or inquiries are investigated and resolved efficiently, aiming for the highest level of satisfaction.
• Maintaining a record of customer interactions, inquiries, complaints, and resolutions in accordance with organizational procedures.
• Developing, implementing, and upholding customer service standards to align with Amentum and US Navy requirements.
• Acting as the primary point of contact for customer relations and ensuring successful communication between customers and relevant departments.
• Training, supporting, and mentoring staff in customer service skills, procedures, and best practices.
• Identifying recurring customer service issues and proposing improvements to enhance operations and overall customer satisfaction.
• Documenting and maintaining customer service policies and procedures to ensure consistency and compliance with operational goals.
• Perform other job-related duties as assigned that are consistent with the nature and level of the position.

Required Qualifications:

• High school diploma or equivalent.
• Minimum of 3 years of experience as a customer service supervisor, customer relationship management, or a managerial role in a customer-facing environment.
• Strong interpersonal, communication, and problem-solving skills with the ability to effectively interact with personnel from diverse cultural and professional backgrounds.
• Excellent organizational and time management skills to handle multiple customer requests simultaneously.
• Proficiency in relevant software tools for communication, documentation, and data tracking.
• Must be in possession of a valid passport and be able to travel internationally.
• Passport should be valid for a minimum of one (1) year or more at the time of hiring.
• Ability to obtain country-specific visas per the U.S. Department of State Foreign Clearance Guide.
• Ability to successfully pass contract medical requirements and maintain compliance for the duration of deployment.
• Must be able to obtain and maintain facility credentials/authorization.

Preferred Qualifications:

• Prior experience in an austere OCONUS (Outside the Continental United States) environment with a multi-national workforce.
• Valid country driver’s license.
• Experience managing customer service operations in a government, military, or remote environment.
• Demonstrated ability to develop and implement customer service training programs for team members.
• Proven capacity for identifying customer service trends and implementing solutions to improve operational effectiveness and satisfaction.

• Responding promptly and effectively to customer requests, ensuring accurate information, guidance, and status updates are provided in a timely manner.
• Managing customer inquiries initiated from various sources, such as walk-ins, phone calls, faxes, or emails, while maintaining a professional and courteous demeanor.
• Ensuring all customer complaints, concerns, or inquiries are investigated and resolved efficiently, aiming for the highest level of satisfaction.
• Maintaining a record of customer interactions, inquiries, complaints, and resolutions in accordance with organizational procedures.
• Developing, implementing, and upholding customer service standards to align with Amentum and US Navy requirements.
• Acting as the primary point of contact for customer relations and ensuring successful communication between customers and relevant departments.
• Training, supporting, and mentoring staff in customer service skills, procedures, and best practices.
• Identifying recurring customer service issues and proposing improvements to enhance operations and overall customer satisfaction.
• Documenting and maintaining customer service policies and procedures to ensure consistency and compliance with operational goals.
• Perform other job-related duties as assigned that are consistent with the nature and level of the position.

• Strong interpersonal, communication, and problem-solving skills
• Excellent organizational and time management skills
• Proficiency in relevant software tools for communication, documentation, and data tracking

• High school diploma or equivalent.
• Minimum of 3 years of experience as a customer service supervisor, customer relationship management, or a managerial role in a customer-facing environment.
• Must be in possession of a valid passport and be able to travel internationally.
• Passport should be valid for a minimum of one (1) year or more at the time of hiring.
• Ability to obtain country-specific visas per the U.S. Department of State Foreign Clearance Guide.
• Ability to successfully pass contract medical requirements and maintain compliance for the duration of deployment.
• Must be able to obtain and maintain facility credentials/authorization.
• Prior experience in an austere OCONUS (Outside the Continental United States) environment with a multi-national workforce.
• Valid country driver’s license.
• Experience managing customer service operations in a government, military, or remote environment.
• Demonstrated ability to develop and implement customer service training programs for team members.
• Proven capacity for identifying customer service trends and implementing solutions to improve operational effectiveness and satisfaction.