Customer Services Manager

About the role

Amentum is recruiting a Customer Services Manager based in Mombasa, Kenya. The role covers responding to customer requests, handling inquiries and complaints, setting customer service standards and training staff, in line with Amentum and US Navy requirements.

Key responsibilities

• Respond promptly and accurately to customer requests, giving clear information, guidance and status updates.
• Manage inquiries from walk-ins, phone calls, faxes and emails with a professional and courteous manner.
• Investigate and resolve complaints and concerns efficiently to achieve high customer satisfaction.
• Maintain records of interactions, inquiries, complaints and resolutions according to organizational procedures.
• Develop, implement and uphold customer service standards aligned with Amentum and US Navy requirements.
• Act as the main point of contact for customer relations and link customers with the right departments.
• Train, support and mentor staff in customer service skills, procedures and best practices.
• Identify recurring issues and propose improvements, and document customer service policies and procedures.
• Perform other duties assigned that fit the position's nature and level.

Required profile

• High school diploma or equivalent.
• At least 3 years of experience as a customer service supervisor, in customer relationship management or in a managerial customer-facing role.
• Valid passport, valid for at least one year at hiring, and ability to travel internationally and obtain country-specific visas.
• Ability to pass contract medical requirements and maintain facility credentials during deployment.
• Preferred: experience in an austere OCONUS environment with a multi-national workforce, a valid country driver's license, and experience managing customer service in a government, military or remote setting.

Required skills

• Strong interpersonal, communication and problem-solving skills with people from diverse backgrounds.
• Excellent organization and time management to handle many requests at once.
• Proficiency in software tools for communication, documentation and data tracking.