Subject: Arabic Language Test - Esraa Hamdan
From: Esraa Hamdan <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 14 Apr 2020 16:41:03 -0400

| | Foreign Language Screening Test

Name | Esraa Hamdan
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? | At first, as a customer service agent I must apologise for the cusrome for the delay. Secoundly, I need to correct the address of the order while the customer is on line, so the customer well recive the order as soon as possible by the delivery man. I need to reassure the customer that he will recive the order in 20 minites. Moreover as a customer service agent I need gain the trust of the customer so I can suggest him extra orders for free because the most important goal for the customer service is the satisfaction of the customer. At the end , I will make sure that the customer received his order correctly and reassure that the mistake will never be repeted.
In ENGLISH - Please describe your Background (Personal, Educational, Professional) - 50 - 100 words | I am a Palestinian girl, esraa hamdan born and lived in ramallah. I was born in july,1996. With a family of seven members three boys and two girls. I graduated in 2018 from birzeit unvirsity. I studied English major with minor translation. As for my professionals i firstly worked as sales employee in a family store while I was a student. After graduation I abllied for a telecommunication company and I started as customer service agent or a call center agent.
In YOUR LANGUAGE: What according to you is the difference between good and great customer service? | At the beginning, the good customer service must involve the need to offer the correct  and complete information. Also gaining the customer satisfaction  and trust of the service. As well as, to understand the needs of the cusmwr and his suggestion to develop the services he requered. On the other hand, the great customer service include, first to have the least complaints of the service. To offer an excellent quality of the service given to the customer in order to be satisfiewith the prodect. Moreover the ability to manage the time to service the customer. Also to use positive language while offering the product so the customer trust the employee in order to get the requested service. Besides, the need to understand the required service by the customer in order to offer him the service that suits him. Finally, the importance of convecing the customer of the service.
Please answer this question in YOUR LANGUAGE: In 5 sentences please explain what makes you the right candidate for customer service job. | First, I can work under pressure. Secoundly, the ability to understand the need of the customer for the requested service. Also, the ability to offer the suitable product or service that suits the customer.moreover, the ability to communicate and build converation. Finally, the ability to convince the customer.

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

One I went for the first time of my life to our lost land Haifa and acre. This was before 4 years, I went on a trip with friend to vist these cities for the first time. I can remember everything like I am there at this moment. It was at the first of spring. In our trip we firstly visited Haifa where is albhaeen gardens. Which is the most beautiful gardens in the west of palestine. At the first gaze I was amazed of nature of the place it was like a dream. I could not understand that this place is real because of it's own magnificent natural beauty. For a moment I thought this was painting flouting in the air. It was only a 30 minutes but it feels like the whole life. After that we went to acre. At the first steps of the city you can feel the magistic and anicant of the place. We started to walk between the allyes and building into the old city, suddenly it started to rain which in fact made it morw fascinating city in my memory under the rain. It was one of the cities that took a part of my heart, in every step we could make new memory through walking into the allyes, buldings , gardens and not to forget the magnificent view of the sea behind the wall of acre where you can only think that you do not want to leave the city.
At the end of our trip we wanted to see the sunset by the Shore of yafa. As soon as we arrived every one started to run towards the shore taking off shoses and  bags and throwing it every weher around , in fact we all as grown ups turned to little children who only want to play facing this fascinating view of the sunset and touching
the cold waves of the shore through our little feet. For me It was the first time I see the sea in real.
It was an unforgettable experience and trip that will always be remembered.

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