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...

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Ship's Store Customer Services Manager

Job Type

Full Time

Qualification

BA/BSc/HND

Experience

3 years

Location

Lamu

Job Field

Customer Care

The Ship's Store Customer Services Manager is responsible for leading and overseeing customer service operations within the Ship's Store. This role requires a leadership mindset, excellent interpersonal skills, and the ability to ensure exceptional levels of service while maintaining operational compliance with policies and procedures. Key responsibilities include, but are not limited to:

Customer Service Operations:

Managing day-to-day operations of the Ship's Store, ensuring all aspects of customer service run smoothly and efficiently.

Ensuring the provision of proactive, polite, and professional customer service to meet or exceed patron expectations.

Resolving customer service issues in a calm, professional, and efficient manner, including responding to complaints and facilitating resolutions.

Monitoring feedback from patrons and identifying opportunities for improvement in customer service processes.

Supervision and Team Coordination:

Leading and supervising the customer service team, ensuring performance aligns with established company standards.

Training, mentoring, and coaching staff to maintain high levels of professionalism and customer service proficiency.

Organizing work schedules and assignments to ensure effective service coverage during operating hours.

Conducting performance evaluations and providing constructive feedback to team members for improvement.

Compliance and Reporting:

Overseeing compliance with all applicable policies, procedures, and regulations related to customer service and retail operations.

Managing records, registers, and reporting documentation for customer service activities, ensuring accuracy and timely reporting to management.

Ensuring that store inventory, cash handling, and transactions comply with company and governmental policies.

Minimum Requirements

A minimum of three (3) years of experience as a customer service supervisor or similar role.

Strong leadership skills with the ability to manage, mentor, and motivate a diverse team.

Exceptional customer service and interpersonal skills with a proven ability to handle challenging customer situations with professionalism and diplomacy.

Effective communication skills to interact with team members, management, and patrons effectively.

Strong organizational and time management skills to oversee tasks and schedules in a fast-paced retail environment.

Working knowledge of retail operations, including customer service standards, cash handling, and merchandising.

Ability to successfully pass contract medical requirements and maintain compliance for the duration of deployment.

• Managing day-to-day operations of the Ship's Store, ensuring all aspects of customer service run smoothly and efficiently.
• Ensuring the provision of proactive, polite, and professional customer service to meet or exceed patron expectations.
• Resolving customer service issues in a calm, professional, and efficient manner, including responding to complaints and facilitating resolutions.
• Monitoring feedback from patrons and identifying opportunities for improvement in customer service processes.
• Leading and supervising the customer service team, ensuring performance aligns with established company standards.
• Training, mentoring, and coaching staff to maintain high levels of professionalism and customer service proficiency.
• Organizing work schedules and assignments to ensure effective service coverage during operating hours.
• Conducting performance evaluations and providing constructive feedback to team members for improvement.
• Overseeing compliance with all applicable policies, procedures, and regulations related to customer service and retail operations.
• Managing records, registers, and reporting documentation for customer service activities, ensuring accuracy and timely reporting to management.
• Ensuring that store inventory, cash handling, and transactions comply with company and governmental policies.

• Leadership
• Interpersonal skills
• Customer service
• Communication
• Organizational skills
• Time management
• Retail operations
• Cash handling
• Merchandising

• BA/BSc/HND
• Minimum of three (3) years of experience as a customer service supervisor or similar role.
• Strong leadership skills with the ability to manage, mentor, and motivate a diverse team.
• Exceptional customer service and interpersonal skills with a proven ability to handle challenging customer situations with professionalism and diplomacy.
• Effective communication skills to interact with team members, management, and patrons effectively.
• Strong organizational and time management skills to oversee tasks and schedules in a fast-paced retail environment.
• Working knowledge of retail operations, including customer service standards, cash handling, and merchandising.
• Ability to successfully pass contract medical requirements and maintain compliance for the duration of deployment.