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Monitor digital screens and report outdated content.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