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V&A Waterfront CX Internships 2023/2024

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The Customer Experience Intern is the eyes, ears, and face of the V&A at various moments of truth in the customer journey (B2C and B2B). They are responsible for fostering inclusive professional relationships across the V&A neighbourhood to provide an exceptional physical and online experience in real-time.

This must be done by supporting tenant survey/consumer research fieldwork, sharing consumer, customer and tenant journey analytics, and collating consumer insights to help the Business understand and service our customers more holistically. Drawing from on-the-ground experience, these real-time insights can enable the CX Intern to come up with innovative ways to surprise and delight consumers, solve problems more effectively, and guide and inform the business strategy

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

 Knowledge requirements:

  • Customer Service
  • Customer Experience
  • Experiential / Engagement Marketing
  • Events and Promotions
  • People management

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

How to Apply

Interested applicants should CLICK HERE to Apply

Application Deadline: October, 2022

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