The one who handles client's inquiries inbound or outbound. Being a Customer Service Representative is a tough task especially to those irritable customer that is full of inquiries. After that she assess me and reveal my scores and defficiency in proper pronounciation and accent. And then telling me to practice it and come back after 15 days. She also told me that they got a convincing answer. For me a some sort of improvement they need on me to get hired.