Customer Experience Internship X6: V&A Waterfront

The V&A Waterfront seeks qualified candidates for their Customer Experience Internships, based in Cape Town. 

Job Summary

Job Title: Customer Experience (CX) Intern

Job Ref #: VAW140524
Location: V&A Waterfront, Cape Town, Western Cape

Job Industry: Marketing; Tourism
Job Type: Internship

Duration: 8 Months

About the V&A Waterfront Internship:

The Customer Experience (CX) Intern is the eyes, ears, and face of the V&A Waterfront at crucial moments in the visitor journey. Responsible for ensuring professional, positive, and memorable interactions, the intern will engage with visitors to the V&A neighbourhood and stakeholders within the ecosystem who visit the Information Kiosk.

The role demands delivering exceptional frontline service and identifying real-time insights for continuous improvement within the CX function.

Job Description:

The Customer Experience Intern will provide on-the-ground service and come up with innovative ways to enhance the service experience at the Visitors Information Kiosk, solving visitor problems proactively and in real time.

Key Responsibilities:

Tactical Experience Design & Relationship Management:

• Nurture individual visitor relationships to enhance service experience and create positive perceptions of the V&A brand and neighbourhood.
• Create brand memorability through meaningful experiences and interactions at the Information Kiosk.
• Act as an advocate for the V&A brand, supporting visitors by addressing areas for improvement.
• Ensure key messages are communicated effectively and problems are resolved promptly.
• Share news, updates, and other information with visitors.
• Support the deployment of surveys and provide customer research feedback.
• Fulfill front-of-house customer service roles, including managing queries, switchboard, gift cards, and loyalty programs.
• Adopt creative and innovative problem-solving methods.
• Understand and translate the V&A Waterfront CX promise into on-the-ground actions.

Customer Listening, Intelligence, and Insights:

• Act as an advocate for customers by reporting and acting on areas for improvement.
• Quickly adapt to new methods based on observations and industry trends.
• Analyze customer segmentations to create personalized on-the-ground experiences.
• Respond to customer reviews and develop innovative solutions to problems.
• Conduct effective customer listening and observation to inform insights and business strategies.

Administrative Support:

• Operate Plan-on and HubSpot as a super-user to enhance customer experiences.
• Assist in maintaining and updating physical assets like maps, gift card stock, and touchscreens.
• Support team leads in managing promotional materials and digital platforms.
• Assist with FAQs and opt-in programs for seamless customer engagement.

Measurement, Analytics, and Reporting:

• Gather and share data on consumer, visitor, tenant, and shopper journeys.
• Activate and roll out qualitative/quantitative research initiatives.
• Monitor customer service trends and digital innovations to enhance experiences.
• Conduct and report on interview/observation data.
• Distribute and communicate visitor data accurately and promptly.

Educational Requirements:

• Matric Certificate
• Currently studying ND in Tourism Management, Marketing Management, or NQF Level 6
• South African citizenship required
• Ability to work shifts
• Reliable transport essential
• Internship for workplace experiential training as part of qualification requirements

Knowledge Requirements:

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

Skills Requirements:

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

Application Process:

Interested candidates are invited to submit their applications by clicking on this link

Successful candidates will be contacted within 60 days of the advert closing. If you do not hear from the V&A Waterfront within this time, please consider your application unsuccessful.

V&A Waterfront Policy

The V&A Waterfront is committed to diversity and inclusion. All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, national origin, disability status, or any other characteristic protected by law. 

For more information on the V&A Waterfront please click here.

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