Jobs at V&A Waterfront

Job Objectives:

Deliver Real-Time CX at Kiosks & Switchboard

• Be the go-to problem-solver and brand ambassador at physical touchpoints.
• Offer concierge-style support to local and international guests.
• Respond to, escalate and close the loop on visitor issues.
• Administer loyalty programmes, gift cards, and manage customer queries.

Create Connection & Belonging

• Build relationships with guests and create personalised moments that make the V&A unforgettable.
• Bring warmth, energy and professionalism to every encounter.
• Support in surveys and feedback initiatives.

Generate Live Insights

• Use customer conversations to spot trends, pain points and CX opportunities.
• Share learnings with teams in marketing, retail and visitor experience.
• Help with tracking key visitor and tenant insights across our ecosystem.

Support Experience Innovation

• Bring fresh ideas to surprise and delight our visitors.
• Contribute to design thinking, service innovation and experience testing.

Contribute to CX Projects

• Assist with kiosk asset maintenance (maps, touchscreens, content).
• Monitor digital screens and report outdated content.
• Collaborate with internal departments during key campaigns and activations.

You Will Thrive in this Internship Program If You Are:

• A natural born leader
• Passionate about people, places and purpose
• A natural communicator who enjoys solving problems
• Curious about tourism, retail, customer psychology, events and CSI
• Emotionally intelligent and adaptable
• Professional under pressure, and always ready with a smile

 Requirements:

• Currently completing a Diploma in Tourism Management, Hospitality Management, Customer Experience, Marketing or related field (NQF 6+)
• Must require workplace experiential training to graduate 
• Willingness to work shifts, weekends & holidays
• Access to reliable transport to the V&A Waterfront

Knowledge:

• Customer Service
• Visitor Experience
• Digital Customer Engagement
• Tourism & visitor services
• Brand experience, promotions and marketing
• Events and Promotions
• Western Cape attractions and cultural assets
• Customer journey and service design

Skills:

• Relationship building skills
• Critical thinking & logic
• Emotional intelligence
• Attention to detail
• Adaptability
• Stakeholder engagement
• Initiative
• Time management
• Problem-solving
• Creative, forward-thinker and proactive
• Written and verbal communication
• Digital literacy (Microsoft Office)
• Numerical reasoning

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Key Responsibilities

Visitor Experience Excellence

• Deliver exceptional visitor experiences across all customer touchpoints.
• Provide concierge-style assistance to local and international visitors.
• Manage Information Kiosk and Switchboard enquiries professionally and efficiently.
• Administer Gift Cards, Loyalty Programme enquiries and visitor services.
• Resolve customer complaints and ensure communication loops are closed.

Customer Journey Ownership

• Own assigned customer experience portfolios and visitor journeys.
• Identify customer pain points and opportunities for improvement.
• Recommend practical journey improvements.
• Monitor customer experience standards.
• Support implementation of the Visitor Experience Framework.

Customer Listening & Insights

• Gather customer feedback through observation, engagement and research.
• Analyze visitor trends and operational insights.
• Translate customer feedback into meaningful business recommendations.
• Represent the Voice of the Customer across cross-functional initiatives.

Customer Experience Improvement

• Identify innovative opportunities to improve visitor experiences.
• Support customer research, surveys and service improvement initiatives.
• Recommend practical solutions that enhance operational excellence.
• Participate in customer experience projects and continuous improvement programmes.

Stakeholder Collaboration

• Collaborate with Marketing, Retail, Operations and external stakeholders.
• Support precinct campaigns, activations and customer engagement initiatives.
• Build positive relationships with tenants, visitors and internal teams.

Digital Customer Experience

• Support digital customer engagement platforms.
• Monitor customer information across digital and physical channels.
• Ensure visitor information remains accurate and current.
• Promote self-service customer solutions where appropriate.

Reporting & Operational Support

• Capture and analyze customer insights.
• Prepare reports and operational updates.
• Monitor assigned customer experience portfolios.
• Support data-driven decision-making through customer intelligence.

Minimum Requirements

Qualifications

• Diploma or Degree in Customer Experience, Tourism Management, Hospitality Management, Marketing, Retail Management, or a related field.

Experience

• Minimum 3 years’ experience in Customer Experience, Customer Service, Tourism, Hospitality, Retail or another customer-facing environment.
• Experience working in a fast-paced, service-driven environment.
• Experience engaging with diverse customer groups.
• Experience handling customer enquiries and complaint resolution.