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.