The Department

The Customer Strategy, Insights and Innovation (CSII) Division identifies and leads the customer journey for all stakeholders across the Club ecosystem. The Division centralises the Club's customer understanding and insights across owners, members and wagering customers, striving for innovation via our Digital and Retail channels. Through enhanced data provision & insights, and online / offline customer strategies devised, improve the channels' and customer groups' ability to enhance customer experience, drive wagering turnover and groom customers up the tiers.

The Integrated Contact Centre in Retail and Telebet Services Department provides one-stop customer service to the Club’s customers and general public. By means of telephone hotlines and online channels, we provide customers with product information, enquiry handling and feedback handling, etc.

The Job

You will:

• Lead a team of  customer care representatives to handle customers’ feedback and complaint with risk of media or public attention, ensure cases are resolved in a professional and timely manner
• Handle and resolve the escalated cases in both verbal and written communication
• Share the knowledge and skills on handling sensitive cases with team members and assure best practice is applied across the team
• Analyse customer feedback and carry out supervision of live chat service in order to suggest areas of product/service enhancement
• Set priorities for the team to ensure completion of tasks and achievement of service level targets
• Reinforce desirable work practices and explore new initiatives to enhance service quality and operational efficiency
• Assist superior in planning and implementation of customer relationship initiatives or other projects as required
• Maintain appropriate operational risk control and compliance in all activities
• Ensure compliance with Responsible Gambling Policy (RGP) and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club’s business
• Undertake other duties as assigned by Line Manager

About You

You should have:

• A Bachelor degree holder or relevant educational qualifications
• A minimum of 5 years’ experience in sizeable customer service environment, preferably contact centre experiences
• Good communication skills in both written and verbal Chinese and English
• Proficient computer skills, including word processing, spreadsheets, PowerPoint presentation etc.
• Customer service systems knowledge relating to chatbot or AI technology is a plus

Terms of Employment

The level of appointment will be commensurate with qualification and experience.

How to Apply

Please send your resume, complete with expected salary and job reference by clicking the Apply Now button or to:
Fax: 2966-5770
Mail: The Human Resources Department, The Hong Kong Jockey Club, 1 Sports Road, Happy Valley, Hong Kong

We are an equal opportunity employer. Personal data provided by job applicants will be used strictly in accordance with the Club's notice to employees and prospective employees relating to the Personal Data (Privacy) Ordinance. A copy of which will be provided immediately upon request.