CX Temp (3 month contract)
CX Temp (3 month contract)
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Job purpose
The Customer Experience Temp 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 realtime.
This must be done by providing ontheground service and identifying realtime insights that enable continuous improvement within the CX function. The CX Temp 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
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 neighborhood.
- 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 problemresolution
- Share news and updates and other information/content with visitors
- Support with the deployment of surveys and provide customer research feedback
- Fulfill frontofhouse 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 programmers
- Adopt new ways of doing and adopt creative and innovative ways of solving problems and driving success in realtime
- 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 ontheground realtime 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 realtime solutions and ensure more relevant business strategies
- Administrative Support
- Operate Planon and HubSpot as a superuser and utilise both tools to improve or enhance the realtime customer experience.
- Assist team leads in maintaining and updating alwayson physical assets such as maps gift cards stock and touchscreens ensuring they contribute to an enhanced ontheground 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 optin 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 ontheground 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 ontheground 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 (transport will not be provided)
Interns who require workplace experiential training as part of qualification requirements.
Commencement: Available as soon as possible
Duration: 3 Months (with no expectation or guarantee of any further extension)
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
Problemsolving
Creative forwardthinker
Excellent communication and presentation skills (written and verbal)
Computer / Technological skill
Numerical reasoning
Please note: This role requires shift and weekend work (including public holidays) and will be recruited for in line with our Employment Equity requirements
Required Experience:
Junior IC
Employment Type
Temp
