Assistant Betting Customer Incident Manager (SCTC @ Sha Tin Racecourse) (Ref: 20006350)
The Hong Kong Jockey Club
Hong Kong

The Department

The Customer and International Business Development Division (C&I) is responsible for providing quality wagering experience to local and overseas customers of The Hong Kong Jockey Club.

It operates 88 Race Meetings a year, 33 Simulcasts days, a thrice-weekly Mark 6 Draw, 7X24 Digital Channels, 7X24 Football Betting Services on over 11,000 different leagues per year.

The ultimate aim is to provide an impressive total customer experience leading to sustainable turnover growth in a responsible manner.

You will :

  • Handle Betting Customer Incidents by providing standard replies to frontline service teams to deal with customer feedbacks
  • Closely work with Club’s Integrated Contact Centre and Public Affairs to assess customer sentiment and amount of customer / media enquiries
  • Monitor customer feedbacks via other Club’s touch points and social media platform including discussion forum
  • Closely work with Betting Incident Management Team to understand the latest development of the incident, and update standard replies accordingly (extent of impact, resumption, workaround)
  • Track the team’s conformance index and KPI
  • Work on a 7x24 roster basis with other Betting Customer Incident Management Team members
  • Perform other ad-hoc tasks assigned by management.
  • You should have :

  • A degree with 8 - 10 years’ experience at supervisory level in customer service field
  • Good written skills in both Chinese and English
  • Proven experience in customer service and incident management experience will be an advantage
  • Be able to work independently, be customer-oriented, and passionate with good customer service skills
  • Good command in both written Chinese and English
  • Knowledge in MS Word, Excel & Chinese word processing
  • Knowledge in the Club’s products including Racing, Football and Mark Six will be an advantage.
  • Candidates with less experience will be considered as Senior Betting Customer Incident Officer.)

    Terms of Employment

    The level of appointment will be commensurate with qualification and experience. A contract employment will be offered to the successful candidate.

    Contract renewal will be subject to mutual agreement between the Club and the individual.


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