INTERVIEW FORM QUESTIONS

CRETE SHIPPINGS
Company number 10674594

Registered office address: 152 Acre Ln, London SW2 5UT, United Kingdom

Tel: +447908892759

Email: admin@creteshippings.org

POSITION APPLIED FOR* Customer Service DATE 22 October 2024

PERSONAL DETAILS
First/Middle Name Last Name Country Hometown
Airport
Robert Mugabe
Nomsa Otilia Apiyo Zimbabwe International
Airport
Date of Birth Place of Birth Religion Age Passport Size photo
11 March 1997 Harare, Zimbabwe Christianity 27
Education Qualification Your Monthly Salary Marital Status Height/Weight
Expectation?
O Level $1000 Single 1,61metres
Passport Number Issuing Authority Date of Issue Date of Expiry Overall Size
Registrar General 3 November
FN967019 4 November 2019 Size 36/Medium
Harare 2029
Seamans Book Number Issuing Authority Date of Issue Date of Expiry Safety Shoe Size
N/A N/A N/A N/A UK 6
Mobile Phone Number* What Type of ship would you want to Email Address
go on board on?
nomsaotiliaapiyo
+263 784 159 555 Mainstream Cruise Ship
@gmail.com
Permanent Address
1 Muridzamhara street
Mufakose, Harare Zimbabwe

NEXT-OF-KIN
Name Relationship Contact Number
Cynthia Leah Apiyo Sister +27 64 295 1266
Address (if different from the above)
493 Pennyslyvania road, Faerie Glen Pretoria South Africa

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QUESTIONS BELOW

Q1.Why are you interested in our company?

I want to work for your cruise line because I have a genuine passion for travel and believe
that creating unforgettable experiences for guests is incredibly rewarding. Your commitment
to exceptional customer service aligns with my own values, and I’m excited about the
opportunity to work in a dynamic team environment.

Q2.Talk about a successful work You have been involved with/multiple teams
I collaborated with multiple departments at Meikles Hotel to create a seamless experience for
our customers. By fostering strong communication and teamwork, I ensured that everyone
was aligned and working towards the same goal, resulting in enhanced guest satisfaction and
smoother operations.

Q3.What experience do you have that would be applicable to this role?

I have 6 years of customer service experience, primarily at Meikles Hotel and Chisipite
Lodge, where I honed my communication and problem-solving skills. I excelled in handling
guest inquiries and resolving issues quickly, turning challenges into positive experiences. My
ability to adapt under pressure and my passion for helping others make me a strong fit for
this role.

Q4. How do you handle the stress of working in a fast-paced environment

Successfully managed an irate customer whose luggage was misplaced, employing active
listening and empathy to calm the situation.

Proactively resolved the issue by coordinating with multiple departments, arranging

accommodation and meals at a reduced price while waiting for the luggage to be found.

Demonstrated ability to thrive under pressure and ensure customer satisfaction in challenging
situation.

Q5.How would you tell someone on your staff that they're under-performing?
I would like to discuss your performance. I've noticed some areas where you seem to be
struggling, and I believe we can work together to improve. Let’s go over specific examples
and identify any challenges you might be facing. My goal is to support you in reaching your
full potential.

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Q6.What are some improvements you would make while working with our
company?
I believe in continuous improvement, and while I’m excited about the strengths of your
company, here are a few areas I’d consider enhancing:

1. Customer Feedback Systems: Implementing more feedback mechanisms could help

identify areas for improvement and ensure we’re meeting guest expectations
effectively.

2. Training and Development: Regular training sessions for staff can enhance service
skills and keep everyone updated on best practices, which can improve overall
customer satisfaction.

Q7.What are your strengths?

I have a strong customer-centric approach, dedicated to understanding and meeting
customer needs, which drives my commitment to excellent service. My strong communication
skills enable me to convey information clearly, fostering rapport with both customers and
colleagues. In challenging situations, I thrive by quickly assessing problems and
implementing effective solutions to ensure customer satisfaction .

Q8.What’s your biggest weakness?

My biggest weakness has been my tendency to take on too much responsibility when trying
to ensure customer satisfaction. I sometimes feel compelled to resolve every issue myself
rather than delegating tasks. However, I’ve recognized this and am actively working on it by
improving my delegation skills and trusting my team members more .

Q9.Where do you see yourself in 5 years’ time?

In five years, I see myself growing within this company, ideally in a leadership role in
customer service. I hope to take on more responsibilities, mentoring new team members and
contributing to process improvements that enhance the customer experience.

Q10.How would you motivate employees to be more productive?

I believe in creating a positive and inclusive work environment to motivate employees. By
setting clear goals and regularly recognizing achievements, I help team members see their
progress and feel valued. Supporting them with the necessary resources and fostering open
communication encourages collaboration and innovation. Additionally, promoting work-life
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balance helps prevent burnout and maintains high productivity. These strategies ensure that
employees feel motivated and engaged.

Q11.Have you ever had to manage a team with limited resources?

Yes, I have managed a team with limited resources. I prioritized tasks to maximize impact,
encouraged open communication, and leveraged our strengths to find creative solutions. By
fostering teamwork and maintaining a positive mindset, we successfully achieved our goals
despite the constraints. This experience enhanced my adaptability and resourcefulness

Q12.What is your educational background?

I completed my O Levels in 2013. While I may not have pursued further formal education, I’ve
continually sought opportunities to develop my skills through hands-on experience in
customer service and teamwork.

Q13.What are your long-term career goals and how will this job help you
achieve them?
My long-term career goal is to advance into a leadership role in customer service. This job
will help me develop my skills in communication and problem-solving while gaining valuable
experience in a dynamic environment, setting a solid foundation for my future growth .

Q14.Can you describe a few key performance indicators (KPIs) you would
monitor in this role?
First Response Time: Tracking the average time, it takes to respond to customer inquiries
helps ensure timely support.

Resolution Rate: This measures the percentage of customer issues resolved on the first
contact, indicating efficiency and effectiveness in service.

Customer Retention Rate: Monitoring how many customers continue to use the service
over time helps assess overall satisfaction and loyalty.

Q15.How would you handle negative feedback from one of your employees?
I would handle negative feedback by actively listening to the employee, acknowledging their
concerns, and thanking them for their honesty. I’d ask clarifying questions to fully understand
their perspective, then discuss potential solutions together. This approach addresses the
issue while fostering an open and supportive environment for future communication.

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Q16.How would you handle an unhappy client?
I would handle an unhappy client by listening carefully to their concerns and showing
empathy. I’d clarify the issue to fully understand their perspective and then work to provide a
solution. Throughout the interaction, I would remain calm and professional, aiming to turn
their experience positive. Following up afterward to ensure their satisfaction would also be
important.

Q17.What is a difficult situation you faced in your previous job?

In my previous job, a customer was upset about a service delay affecting their plans. I
listened to their concerns, acknowledged their frustration, and quickly coordinated with my
team to expedite the service. I also offered a complimentary option to make up for the
inconvenience. This not only resolved the issue but turned a negative experience into a
positive one, leading to customer satisfaction.

Q18.How would you spend your first week at work in your new role?
In my first week, I would focus on familiarizing myself with the company culture, policies, and
procedures. I’d spend time shadowing experienced colleagues to learn best practices and
understand customer interactions. I would also prioritize building relationships with my team
and other departments to foster collaboration. Additionally, I’d review any training materials
and gather feedback on areas where I can contribute effectively. Overall, my goal would be to
absorb as much information as possible to hit the ground running.

Q19.What would you do if your most important client hated your work?
If my most important client was unhappy, I would first listen to their concerns to understand
their perspective. I’d acknowledge their feelings and take responsibility, then propose a plan
to address the issues and improve the work. Open communication would be essential to
rebuild their trust and ensure their satisfaction .

Q20.What is your responsibilities?

In my roles in waitressing and customer service, my responsibilities included greeting and
assisting customers, taking orders, and ensuring a positive dining experience. I managed
customer inquiries and complaints, collaborated with team members to maintain service
efficiency, and kept accurate records of orders and payments. These experiences enhanced
my communication skills and ability to work in fast-paced environments.
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Q21. How do you keep your team motivated?
I keep my team motivated by fostering a positive environment and setting clear goals. I
regularly recognize achievements and encourage open communication for sharing ideas and
feedback. Supporting their professional development and providing necessary resources also
helps maintain engagement and motivation.

Q22. If Your team doesn’t agree with your direction. How do you handle it?
If my team doesn't agree with my direction, I would first listen to their concerns to understand
their perspective. I’d encourage open dialogue to discuss the reasons behind their
disagreement. After considering their feedback, I would be open to adjusting my approach if it
aligns with our goals. Ultimately, I believe in collaborative decision-making, so I would work to
find a solution that everyone can support .

Q23. How many years experience do you have in this role

6 years

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 Record of Sea Service
DP
FROM
VESSE CLASS/D TO TOTAL ENGINE CLIENT AREA SCOPE OF COMPANY
VESSEL NAME RANK (DD/MM/Y GRT BHP
L TYPE P (DD/MM/YY) MONTH/DAY PROPULSION (CHARTERER) OPERATION WORK NAME
Y)
SYSTEM
N/A N/A N/A N/A
N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A

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 APPLICANTS DECLARATION

Medical History/Background Yes/No If yes, please provide details

Do you have history of illness such as tuberculosis, high blood
NO
pressure, mental illness etc…?
Do you have physical disability? NO
Have you ever been hospitalised, operated or currently
NO
undergoing any medical treatment?
Have you had premature termination of employment
NO
agreement?
Have you been dismissed or logged for misconduct? NO

Have you been refused entry by any country? NO

Have you ever been charged in court for any offence? NO

Do you have alcohol drinking habit? NO

REFERENCE

Name Panashe Major Name Ms Lydia Shoko

Company Meikles Hotel Company Chisipite Lodge

Position Human Resources Manager Position Supervisor

Contact +263 716 841 076 Contact +263 733 951 836

I declare that the information given by me in this application form is true and accurate, and I have not willfully suppressed any
material fact. I also understand that any falsification or misrepresentation in my personnel records can result in my immediate
dismissal and may be subject to legal action if I am employed by the Company. I do agree to submit myself to a thorough
medical examination, which I must successfully pass as one of the conditions for being accepted for employment.

I agree that as part of the procedures for processing my application, background or reference checking may be made and may
Require supporting documents, such as qualification certificates/transcripts, evidence of current salary and other relevant
Information or documents.

In completing and signing this application form, I hereby give consent to the Company and/or its appointed administrator to
collect, use and disclose my personal data for business purposes.

Date: Applicant’s Signature:

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