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
Customer Service Operations
Manage day-to-day operations of the Ship's Store, ensuring all aspects of customer service run smoothly and efficiently.
Ensure the provision of proactive, polite, and professional customer service to meet or exceed patron expectations.
Resolve customer service issues in a calm, professional, and efficient manner, including responding to complaints and facilitating resolutions.
Monitor feedback from patrons and identify opportunities for improvement in customer service processes.
Supervision and Team Coordination
Lead and supervise the customer service team, ensuring performance aligns with established company standards.
Train, mentor, and coach staff to maintain high levels of professionalism and customer service proficiency.
Organize work schedules and assignments to ensure effective service coverage during operating hours.
Conduct performance evaluations and provide constructive feedback to team members for improvement.
Compliance and Reporting
Oversee compliance with all applicable policies, procedures, and regulations related to customer service and retail operations.
Manage records, registers, and reporting documentation for customer service activities, ensuring accuracy and timely reporting to management.
Ensure that store inventory, cash handling, and transactions comply with company and governmental policies.
Requirements
Education: A BA/BSc/HND degree is required.
Experience: A minimum of three (3) years of experience as a customer service supervisor or similar role.
Leadership: Strong leadership skills with the ability to manage, mentor, and motivate a diverse team.
Interpersonal Skills: Exceptional customer service and interpersonal skills with a proven ability to handle challenging customer situations with professionalism and diplomacy.
Communication: Effective communication skills to interact with team members, management, and patrons effectively.
Organization: Strong organizational and time management skills to oversee tasks and schedules in a fast-paced retail environment.
Technical Knowledge: Working knowledge of retail operations, including customer service standards, cash handling, and merchandising.
Compliance: Ability to successfully pass contract medical requirements and maintain compliance for the duration of deployment.
Interested and qualified candidates should apply through the Amentum careers portal at www.amentumcareers.com. Alternatively, use the following application link provided: Apply Here.
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