TP Customer Service Representative (CSR) interview questions

When the interview process goes by, it's quite difficult to understand or answer since there are some words that I cannot hear properly. But luckily I managed to answer it, even though it's kinda nervous because some words are not clear enough for me.

Pretty easy and through interviews process completed a background check and drug test and accepted my offer pay is decent overall and also they only had second shift available but said within six month I will be able to switch to first shift