V&A Waterfront – CX Internships 2022 / 2023

Utilize social media platforms and other communication tools in reaching out to customers to help resolve issues and provide quick responses to inquiries
Engage with online audiences and professionally respond to any queries or concerns
Craft real-time voice and text responses that are authentic, sympathetic, genuinely understanding, and in line with our V&A brand and tone
Ensure that all V&A branded material across the precinct is up to date and readily accessible
Ensure that physical assets that enhance the on-the-ground experience (e.g. maps, touchscreens etc.) are maintained and up-to-date
Operate Plan-on and HubSpot as a super-user and utilize both tools to improve or enhance the real-time customer experience
Fully understand all principles of tangible content creation and the different ways to search, source and share the appropriate content

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 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: 01 October 2022
Duration: 6 Months

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Location: Cape Town, South Africa

Closing Date: Not Specified

V&A Waterfront invites South African unemployed graduates to apply for CX Graduate / Internship Programme 2022 / 2023.

Requirements

Tactical Experience Design & Relationship Management

Nurture individual customer relationships to enable buy-in, foster inclusivity and adoption of the V&A way
Ensure positive perceptions and sentiment via meaningful experiences and interactions
Act as an advocate for our customers, 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 customers
Develop and deploy 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 evolved CX looks like and translate this to and for 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

Social and interactive media (content creation)

Utilize social media platforms and other communication tools in reaching out to customers to help resolve issues and provide quick responses to inquiries
Engage with online audiences and professionally respond to any queries or concerns
Craft real-time voice and text responses that are authentic, sympathetic, genuinely understanding, and in line with our V&A brand and tone
Ensure that all V&A branded material across the precinct is up to date and readily accessible
Ensure that physical assets that enhance the on-the-ground experience (e.g. maps, touchscreens etc.) are maintained and up-to-date
Operate Plan-on and HubSpot as a super-user and utilize both tools to improve or enhance the real-time customer experience
Fully understand all principles of tangible content creation and the different ways to search, source and share the appropriate content

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 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: 01 October 2022
Duration: 6 Months