Job Information
Amentum Customer Services Manager in Manila, Philippines
Amentum, a global leader in advanced engineering, technical, and professional services serving the US government, allies, and critical infrastructure sectors, is seeking a Customer Services Manager to support a unique US Navy program based on the island of Diego Garcia.
Job Responsibilities
The Customer Services Manager is responsible for delivering exceptional customer service by addressing and resolving customer requests, providing accurate information, and fostering a positive customer experience. Core responsibilities include, but are not limited to:
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.
Minimum Requirements
High school diploma or equivalent.
At least 2-4 years of experience in customer service, 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.
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.
Country visa (as required in line with the U.S. Department of State Foreign Clearance Guide).
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.
Other Responsibilities
Safety
Amentum enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe work environment. As appropriate, each employee is responsible for completing all training requirements and fulfilling all self-aid/buddy aid responsibilities, participating in emergency response tasks, and serving on safety committees and teams.
Quality
Quality is the foundation for the management of our business and the keystone of our goal of customer satisfaction. It is our policy to consistently provide services that meet customer expectations. Accordingly, each employee must conform to the Amentum Quality Policy and carry out job activities in compliance with applicable Amentum Quality System documents and customer contracts. Each employee must read and understand his/her Quality Management and Customer Satisfaction responsibilities.
Procedure Compliance
Each employee must read, understand, and implement the general and specific operational, safety, quality, and environmental requirements of all plans, procedures, and policies pertaining to this job.