Subject: Re: English Language Test - Nitesh Sharma
From: Deeksha Dadu <[email-masked]>
To: Subir Chakma <[email-masked]>
Cc: Aishwarya Jaiswal <[email-masked]>
Date: Tue, 24 Jan 2023 07:38:50 +0000

@Aishwarya- please set up an interview with Subir today for this person. Thanks

Sent from my iPhone

On 24 Jan 2023, at 13:06, Subir Chakma <[email-masked]> wrote:

Hi Aishwarya,

Good morning!

We can speak to him. I am like 80% for and 20% against his candidature based on his language skill.

Best,
Subir

________________________________
From: "Aishwarya Jaiswal" <[email-masked]>
To: "Subir Chakma" <[email-masked]>
Cc: "Deeksha Dadu" <[email-masked]>
Sent: Monday, January 23, 2023 1:59:36 PM
Subject: Fwd: English Language Test - Nitesh Sharma

Question 1 of 5
Multiple Choice

You encounter a question from customer while helping him on chat, for which you have no training for. What will you do in this situation

Correct answer: A.
Selected answer: A.

[Correct answer]
A.
Tell the customer you will get back to him by email, and then speak with your supervisor to understand the situation. Once you've understood you will email the customer back.

B.
You will just give some answer to the customer that you think may be ok (not sure, but sounds ok).

C.
You will tell the customer that you don't know the answer and he should try to find it on Google himself

D.
You won'ts say anything and just disconnect the chat

Points: 1 / 1
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Question 2 of 5
Comprehension

You have received the following email from Customer:

Date of Email: 19th October 2022

Dear Support team, I purchased Polo Perfume from your website, I don't like its smell. I tried to return on your website, but I do not see a button to return this item. Can you please pick up the item from my home.

Following information is available on the system:

Order # 19837383
Customer Name: Abdul Ajiz
City: Jeddah
Date of Order: 10/10/2022
Status: Shipped
Items Ordered: 1
Items Shipped: 1
Item Name: Polo Perfume
Items Pending: 0
ship_date: 11OCT
Courier: Aramex
AWB# 6464948492
Delivery SLA 3 BIZ DAYS
Payment Method: COD
Payment: Captured

Our Returns Policy:
We understand that you may occasionally wish to return your purchases. We'll be happy to help you with the process.

We do not accept:

-  Products damaged by misuse or showing signs of wear, even if they are still under warranty.

- Products that have been used, altered, assembled or installed, unless they are defective.

- Lingerie, jewellery, disposable items such as nappies, or nursing and maternity products like bottle warmers, if their packaging has been opened. Of course, we will take back defective products.

- Toiletries, perfumes and cosmetics.

- Bedding, mattresses, bath products, kids' products, pillows, sheets, comforters, bed-in-a-bag, duvets, duvet covers, memory foam, towels and bathrobes that have been removed from their packaging.

-  Products that have already been assembled, unless there is a manufacturing defect. We reserve the right to check for defects and will repair or replace the defective products at our discretion.

-   Products you wish to exchange for a different colour or size. (We currently do not offer an exchange service which means that you will need to return the product first and purchase what you wish instead).

Please return your non-furniture products in their original packaging, within 14 days of delivery. Double-check that you've included the original invoice, all the accessories, promotional gifts and warranty cards that came with your order.

Based on the information you have available, please draft a reply to the customer to be sent to him in English.

Answer given:

Hi, Abdul Ajiz. I hope everything is well with you. We appreciate you getting in touch with us via email regarding the Polo perfume you ordered on October 10th, 2022. We are sorry that the scent of our perfume didn't live up to your expectations and that you want to return it. I want to let you know that this product is not covered by our return policy. We are sorry for the inconvenience. I hope next time I can help you more! Regards, Customer service personnel
Words: 87

Points: 0 / 1
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Question 3 of 5
Comprehension

You Received the following Email from Customer

Salman Al-Nasser
(Thu, 03 Oct 2022 at 4:22 AM)

I ordered an order and paid via Credit Card. I will not be available to take the order as I am going out of town. Please refund the amount to me.

Following information is available on system:
Order # 19837383
Customer Name: Salman Al Nasser
City: Riyadh
Date of Order: 01/OCT/2022
Status: Shipped
Items Ordered: 2
Items Shipped: 2
Items Pending: 0
ship_date: 02OCT
Courier: Aramex
AWB# 6464948492
Delivery SLA 3 BIZ DAYS
Payment: Captured

Please reply to this customer's email in English

Answer given:

Hi, Salman Al-Nasser. I hope everything is well with you. We appreciate you getting in touch with us via email regarding the order you placed with us on October 1, 2022. As you mentioned, I understand that you are out of town and will not be available to receive the order. I'd like to inform you that your package has already been shipped by us yesterday, and we will request that the courier partner not deliver it. After we receive the package in our warehouse, we will initiate the refund amount to your original payment method, and it will be reflected in your account in 5-7 business days. I hope you like the response, and we hope to serve you better next time. Regards, Customer service personnel
Words: 127

Points: 0 / 1
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Question 4 of 5
Multiple Choice

What would you do in situation: You are logged into to your computer for your duty, you are suppose to be answering chats, its been 30 minutes and you have not received any chat, you are in night shift and there is no supervisor logged in

Correct answer: C.
Selected answer: C.

A.
You will keep waiting till some chats come into your queue

B.
You will write an email to your supervisor so he can check next day
[Correct answer]
C.
You will immediately call up your supervisor on phone/whastsapp and alert him

D.
You will think its your holiday and go off to sleep

Points: 1 / 1
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Question 5 of 5
Comprehension

Situation:

Customer purchased a mirror from our shop 3 weeks back. Customer contacts you on email saying the mirror broke, and is asking for a refund of mirror.

Please draft an email response for the customer in ENGLISH

Answer given:

Hello, We appreciate your email inquiry about your recent purchase from us. We are aware that the mirror you bought from us three weeks ago is currently damaged. I apologise for the trouble. I want to inform you that this product is not covered by our return policy and that since it was broken due to personal usage, we are unable to issue you a refund. We value your feedback. Next time, we'll do our best to meet your needs. Regards, Customer service representative
Words: 84

From: Nitesh Sharma <[email-masked]>
Sent: Thursday, January 19, 2023 1:34 PM
To: Saurabh Dadu <[email-masked]>; Ashish Dabral <[email-masked]>; [email-masked] <[email-masked]>; Deeksha Dadu <[email-masked]>; Aishwarya Jaiswal <[email-masked]>; [email-masked] <[email-masked]>
Subject: English Language Test - Nitesh Sharma

 [https://www.jotform.com/uploads/lsmindia/form_files/LSMLogo-PNG.756.png]
        [https://cdn.jotfor.ms/assets/img/logo2021/[email-masked]]    Foreign Language Screening Test

Name    Nitesh Sharma    /  (91) 7827814636    / [email-masked]
Whats your first language       English
Based on your understanding of situation 1 above, assuming you are the customer service representative, please draft a response to customer's email. Please make sure that your email is grammatically correct and properly formatted.  Hello, I hope all is well with you.

We appreciate you getting in touch with us about the delivery of the order you placed on our website 14 days ago. You should know that the order was shipped out and given to the courier service on the same day.

The courier provider notified us that the inaccurate address you provided when placing your order prevented them from delivering it on time. I apologise for the trouble this has created. In order for us to deliver your order as quickly as possible, kindly update your address.

Regards,

Customer support at Babyshop.com
Based on the Situation 2 above, please draft an email response to the customer. You don't necessarily need to know the policy of the brand, but use the best practice from e-commerce companies that you've shopped from so far to know the policies.   Hi,

We appreciate you contacting us about the product you bought from us last week.

As you have informed us, the TV cabinet that our installation team fitted today has scratches. We regret this experience. This item qualifies for our 10-day return policy, so if it is discovered to be damaged due to a manufacturing defect, we will replace your unit with a new one.

Within three days, one of our pickup agents will get in touch with you, inspect the items, and provide you with an update regarding the same. Thank you for your patience.

Regards,

Customer service personnel