Job Ref #: VAW140524
Industry: Marketing
Job Type: Temp
Positions Available: 6
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.
Job 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 Requirements
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