Subject: Arabic Language Test - Amira Shamma
From: Amira Shamma <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 15 Apr 2020 18:18:41 +0000

| | Foreign Language Screening Test

Name | Amira Shamma
Whats your first language | Arabic

Please answer in grammatically correct ENGLISH the following situation in 100 words: You are working for Pizza Hut as a phone order executive. You took the order from a customer and informed him that his order will be delivered in 30 minutes. The customer calls you back after 45 minutes complaining that he has not received his Pizza yet. When you check you realised that you made a mistake and you entered his address incorrectly. You have the customer waiting on phone, what would you do in this situation?

I would sincerely apologize to the customer for the delay, tell him that we would make him a new pizza, that he will receive it hot in less than thirty minutes, and that we are not going to charge him for it.

Then I would immediately order a new pizza to be made, and to have it delivered to the customer’s correct address within half an hour, free of charge, with apologies.

Immediately afterwards, I would contact the first delivery employee, explain my mistake, and ask him to return the first pizza.

In ENGLISH - Please describe your Background (Personal, Educational, Professional) - 50 - 100 words

I was born and raised in Sweden, but settled in Palestine at the age of six. Growing up between two countries I was affected by two cultures.

I’ve got a Bachelor’s degree in Political Science and Public Administration from Birzeit University, which I acquired while working at Reach for Telecom. as a customer service agent.
Continuing in the direction of sales and customer service after college, I worked in Palestinian companies like Jawwal, Naqel Logistics then back at Reach for Telecom. in an administrative position.

In YOUR LANGUAGE: What according to you is the difference between good and great customer service?

Good customer service leaves the customer satisfied, but great customer service leaves the customer delighted.
Satisfaction is enough, but exceeding the customer’s expectations distinguishes the company in the market, and plants the feeling in customers that they have a relationship with the service providers.

Great customer service is achieved when the company specializes time and effort in the field of Customer Service, and studies the feedback of its results in order to enhance or maintain great results. While good customer service can be achieved by a few generalizations made to the employees.
I also believe that when an employee has loyalty in the company he works at, and believes in the product or service that they provide he will achieve great customer service.

Please answer this question in YOUR LANGUAGE: In 5 sentences please explain what makes you the right candidate for customer service job. | I believe I am the right person for the Customer Service job because it is the field I have most experience in. For example, working as a Sales officer at the biggest Telecommunication company in Palestine; Jawwal, I followed the high standards of great customer service and always achieved excellent results in handling complaints, calming angry people down, and other responsibilities like acquiring new customers. In addition to personally being able to understand and communicate with people from different cultures and age groups with a knack for perfection and satisfying people.

Please answer this question in YOUR LANGUAGE: In 200 - 500 words please tell us about any city or town that you traveled to

As an admirer of cultures, I felt a great deal of happiness being able to spend four days in Kuala Lumpur the capital of beautiful Malaysia.

In 2016 my sister and I, looking for an adventure following her graduation from college, traveled to Malaysia and found so many wonders and pleasures awaiting us there.

The first thing that struck us was the beauty of the city of Kuala Lumpur. We had decided to spend the first day by getting introduced to the city, so we took the tour with our group. Royal Mansions did not dazzle us like the high trees that surrounded us, big leaves in different colors hovered above us giving the sun shine a mysterious color and we felt like we were tiny people in a giant’s world, this feeling was emphasized by the enormous buildings between the trees that don’t even compare in size to the highest tower in Palestine.
When we inquired about restaurants, we were always directed to Arabic cuisine restaurants, but my sister and I always insisted on going to the local cuisine restaurants as we believe that experiencing the food of the country is vital in getting to know a country’s culture to the fullest extent. We were not disappointed, as food was an adventure in itself, and we actually discovered new ingredients and flavors in every meal we had.
On another day, instead of going with the rest of the group to one of the region’s largest water parks, we decided to get to know Kuala Lumpur by ourselves. During our walks, we found different temples that were adorned with curious statues and decorations, modern streets and silver towers, Indian streets that smelled heavily of spices, until we found ourselves in a colorful fruit market where the kind sales people offered us strange fruits and fresh juices to taste.

As a whole, the trip to Malaysia was one of my favorite travels so far, and the general comfort and safety that is felt there will always be in my memory.

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