Customer Services Manager

Amentum is seeking a Customer Services Manager to be based in Lamu, Kenya. The role involves managing customer inquiries, resolving complaints, and upholding customer service standards in line with Amentum and US Navy requirements. The position requires a high school diploma, at least 3 years of supervisory experience in a customer-facing environment, and the ability to work in an austere OCONUS setting.

• 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.

• 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 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.