Customer Experience (CX) Intern at V&A Waterfront

DESCRIPTION

The Customer Experience Intern is the eyes, ears, and face of the V&A at certain moments of truth in the visitor journey. They are responsible for ensuring professional, positive and memorable interactions with visitors to the V&A neighbourhood and stakeholders within the ecosystem who visit Information Kiosk. They are also responsible for providing exceptional frontline experience in real-time.

This must be done by providing on-the-ground service and identifying real-time insights that enable continuous improvement within the CX function. The CX Intern must come up with innovative ways to surprise, delight and enhance the service experience at the Visitors Information Kiosk and proactively solve problems for the visitor in real time.

Job Objectives:

Tactical Experience Design & Relationship Management

• Nurture individual visitor relationships to enhance the service experience, create a sense of belonging and positive perceptions of the V&A brand and neighbourhood.
• Create brand memorability via meaningful experiences and interactions with all who visit the Information Kiosk
• Act as an advocate for the V&A brand and support for visitors reporting and acting on observed areas for improvement
• Ensure that all key messages are relayed and that the loop is closed regarding the escalation process and problem-resolution
• Share news and updates and other information/content with visitors
• Support with the deployment of surveys and provide customer research feedback
• Fulfill front-of-house customer service role by responding to customer needs at the information kiosk. This includes but is not limited to; facilitating customer queries at the point of contact, managing switchboard, administering gift cards, and other customer loyalty programmes
• Adopt new ways of doing and adopt creative and innovative ways of solving problems and driving success in real-time
• Understand what the evolved CX role looks like, the V&A Waterfront CX promise and translate this on the ground on behalf of the V&A Waterfront

Customer listening, intelligence and insights

• Act as an advocate for our customers by continuously reporting and acting on observed areas for improvement
• Quickly adapt and learn new ways of doing based on observations but also in line with industry trends and best practice
• Analyse and understand our bespoke customer segmentations and the different needs wants, and expectations of each to create on-the-ground real-time personalised experiences/engagements for each
• Tactically respond to anecdotal and/or customer reviews and actively come up with innovative solutions for problems
• Actively listen to customers and tailor responses and solutions to meet true customer needs 
• Conduct effective customer listening and observation to inform customer insights, influence creative real-time solutions and ensure more relevant business strategies
• Administrative Support
• Operate Plan-on and HubSpot as a super-user and utilise both tools to improve or enhance the real-time customer experience.
• Assist team leads in maintaining and updating always-on physical assets, such as maps, gift cards stock and touchscreens, ensuring they contribute to an enhanced on-the-ground experience
• Support team leads and project leaders in monitoring and managing promotional materials, including digital platforms like digital screens, identifying any outdated or irrelevant brand assets and reporting them for necessary updates. Offer support to team leads and project leaders when called upon for initiatives, including assisting with FAQs and opt-in programs, ensuring seamless implementation and customer engagement.

Measurement, analytics and reporting

• Gather and share consumer, visitor, tenant, and shopper journey data analytics
• Activate and roll out basic qualitative/quantitative research initiatives and support in driving response rates
• Monitor customer service trends, competitive landscape, and digital innovation to discover new techniques that inspire enhanced experiences in the precinct
• Identify where there may be a need for research based on on-the-ground experiences and trends emerging
• Conduct, capture and report on interview/observation data
• Timeously and accurately distribute and communicate consumer, tenant, and visitor data
• Proactively seek opportunities to improve customer experiences based on customer journey analytics or on-the-ground observations

The following educational requirements were found to be relevant to this job:

• Matric Certificate
• Currently studying ND in Tourism Management, Marketing Management or NQF Level 6
• Candidates applying must be South African citizens
• Ability to work shifts
• Reliable transport essential
• Interns who require workplace experiential training as part of qualification requirements.
• Commencement:  1 July 2024
• Duration: 8 Months

 Knowledge requirements:

• Customer Service
• Customer Experience
• Experiential / Engagement Marketing
• Events and Promotions
• People management
• Western Cape Tourist Attractions

Skills requirements:

• People skill
• Emotional intelligence
• Relationship building
• Tactical implementation
• Attention to detail
• Logical reasoning
• Problem-solving
• Creative, forward-thinker
• Excellent communication and presentation skills (written and verbal) 
• Computer / Technological skill
• Numerical reasoning