Build and Monitor CS team 

• Create effective customer service procedures, policies, and standards.
• Maintain accurate records and documents on all customer service activities and discussions.
• Hire and train new customer service agents.
• Act as the Voice of the Customer across the organization.
• Work effectively with all peers and the stakeholders Commercial and Finance, Marketing, Operations to negotiate and influence customer improvements.

Manage the customer service team 

• Evaluating team members based on their attitude, communication skills, problem solving skills, productivity, dependability, quality of work, on spot response, and teamwork. 
• Meet the team members to get their feedback about the products, process, tasks, and achievements. 
• Review reports to track the quality of service provided, make better decisions, improve the process, and understand how the team is performing. 
• Set goals for the department and manage all activities of the team.
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.

Manage the resources:

• Give access to all the necessary resources that the team needs like productivity tools and communication tools. 
• Identify new tools and technologies to better serve the customer.