Customer Services Manager

PetroPal; García; Híbrido; MXN 1.443.000 - 2.207.000; Jornada completa

Descripción de la vacante

Amentum is seeking a Customer Services Manager to support a U.S. Navy program on Diego Garcia. You will lead customer service operations across multiple channels, resolve inquiries and complaints, and ensure high customer satisfaction in a remote overseas setting.

The role requires coordinating with diverse teams, implementing service standards, and mentoring staff to maintain quality service aligned with Navy requirements. International travel and security clearances may be involved.

Formación

• High school diploma or equivalent.
• Minimum 3 years of experience as a customer service supervisor, customer relationship management professional, or manager in a customer-facing environment.
• Strong interpersonal, communication, and problem-solving skills.
• Ability to interact with personnel from diverse cultural and professional backgrounds.
• Excellent organizational and time management skills.

Responsabilidades

• Respond promptly to customer requests with accurate information and timely updates.
• Handle inquiries via walk-ins, phone, fax, email, and other channels.
• Investigate and resolve complaints to achieve high customer satisfaction.
• Maintain records of interactions and resolutions following procedures.
• Develop and implement customer service standards aligned with Navy requirements.
• Serve as primary liaison between customers and relevant departments.
• Train and mentor staff on customer service best practices.
• Identify recurring issues and propose improvements to enhance operations.

Conocimientos

Customer service

Leadership

Communication

Problem solving

Team collaboration

Educación

High school diploma

Herramientas

CRM software

Descripción del empleo

## Job Description JOB OPPORTUNITY | CUSTOMER SERVICES MANAGER COMPANY: Amentum LOCATION: Diego Garcia, British Indian Ocean Territory (BIOT) PROGRAM: U.S. Navy Program WORK ENVIRONMENT: Remote Overseas / Multinational Workforce ABOUT AMENTUMAmentum is a global leader in advanced engineering and innovative technology solutions, trusted by the United States and its allies to address significant and complex challenges in science, security, and sustainability.Amentum is committed to safety, collaboration, employee well-being, and delivering high-quality solutions that drive progress. ABOUT THE ROLEAmentum is seeking a Customer Services Manager to support a unique U.S. Navy program on the island of Diego Garcia.The Customer Services Manager will be responsible for delivering exceptional customer service by responding to customer requests, resolving complaints and inquiries, providing accurate information, and fostering a positive customer experience. KEY RESPONSIBILITIES Respond promptly and effectively to customer requests, providing accurate information, guidance, and timely status updates. Manage customer inquiries received through walk-ins, phone calls, faxes, emails, and other communication channels. Maintain a professional, courteous, and customer-focused approach when handling inquiries and concerns. Investigate and resolve customer complaints, concerns, and inquiries efficiently while aiming for the highest level of customer satisfaction. Maintain accurate records of customer interactions, inquiries, complaints, and resolutions in accordance with organizational procedures. Develop, implement, and maintain customer service standards aligned with Amentum and U.S. Navy requirements. Serve as the primary point of contact for customer relations and facilitate effective communication between customers and relevant departments. Train, support, and mentor staff on customer service skills, procedures, and best practices. Identify recurring customer service issues and recommend improvements to enhance operational effectiveness and customer satisfaction. Document and maintain customer service policies and procedures to promote consistency and compliance with operational goals. Perform other job-related duties as assigned and consistent with the nature and level of the position. REQUIRED QUALIFICATIONS High school diploma or equivalent. Minimum 3 years of experience as a customer service supervisor, customer relationship management professional, or manager in a customer-facing environment. Strong interpersonal, communication, and problem-solving skills. Ability to effectively interact with personnel from diverse cultural and professional backgrounds. Excellent organizational and time management skills, with the ability to manage multiple customer requests simultaneously. Proficiency in relevant software tools for communication, documentation, and data tracking. Valid passport with the ability to travel internationally. Passport must be valid for a minimum of one (1) year at the time of hiring. Ability to obtain country-specific visas in accordance with the U.S. Department of State Foreign Clearance Guide. Ability to successfully meet contract medical requirements and maintain compliance throughout deployment. Ability to obtain and maintain required facility credentials and authorization. PREFERRED QUALIFICATIONS Previous experience working in an austere OCONUS (Outside the Continental United States) environment with a multinational 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. Proven ability to identify customer service trends and implement solutions that improve operational effectiveness and customer satisfaction. SAFETY RESPONSIBILITIESAmentum promotes a strong safety culture in which every employee is responsible for maintaining a safe working environment.Employees may be required to: Complete all required safety training. Fulfill self-aid and buddy-aid responsibilities. Participate in emergency response activities. Serve on safety committees and teams where appropriate. QUALITY RESPONSIBILITIESQuality is fundamental to Amentum's operations and customer satisfaction.Employees are expected to: Follow the Amentum Quality Policy. Comply with applicable Amentum Quality System documents and customer contracts. Understand and fulfill their Quality Management and Customer Satisfaction responsibilities. Consistently provide services that meet customer expectations. PROCEDURE COMPLIANCE Read, understand, and implement all applicable operational, safety, quality, and environmental requirements. Comply with relevant plans, procedures, policies, and contractual requirements. Maintain high standards of professionalism, safety, quality, and environmental responsibility throughout the assignment. CAREER OPPORTUNITYThis position offers an opportunity to work in a unique remote overseas environment supporting a U.S. Navy program while gaining experience in customer service management, multinational operations, and government-support services.