Customer Experience Ambassador
V&A Waterfront · Cape Town, Western Cape
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Start free — we apply for you →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.