answer: Ella tells #Person2# that she is a customer service manager who manages a small team of assistance and deals with problems from difficult customers usually.
documents: #Person1#: My name is Ella Grady. I'm in the customer service department. I'm the European customer service manager.
  #Person2#: So, are you in charge of the department?
  #Person1#: No, I report to the customer service manager David. He sits there.
  #Person2#: Ah, the boss is here.
  #Person1#: Yes, and is your boss here?
  #Person2#: No. She isn't on the training course fortunately. So, Ella, you aren't the department manager, but do you have a team in the department?
  #Person1#: Yeah, there are many teams in the department. I manage a small team of assistance. 5 people were responsible for customers in Europe and our other teams deal with other regions, Asia, North America and so on.
  #Person2#: And do you have direct contact with customers? Do you speak to them?
  #Person1#: Oh yes, the difficult ones usually. I deal with problems most of the time.