The Department

The Customer and International Business Development Division (C&I) is responsible for providing quality wagering experience marketing, and CRM to local and overseas customers of The Hong Kong Jockey Club. The ultimate aim is to provide an impressive total customer experience leading to sustainable turnover growth in a responsible manner.

The Job
You will:

• manage the Customer Care function with over 200 staff to provide high quality, cost efficient service to account holders and the public and meets or exceeds the agreed service level and operational indexes
• support the digital transformation journey in Customer Care operation to migrate customer service from manual-intensive mode to self-served / automated mode through the adoption of appropriate technology
• drive the team to improve the operations by means of performance standards establishment
• drive the ongoing productivity improvement
• ensure the team is closely collaborating with the Betting Incident Management (BIM) and Betting Customer Incident Management (BCIM) teams to promptly and appropriately handle customer enquiries and feedbacks aroused by betting incidents
• manage the team to handle and follow through customer complaints or feedback
• develop the knowledge base with accurate and update contents
• monitor customer sentiment and comments on the Club’s product, service and programs
• ensure the centre comply with Responsible Gambling Policy (RGP) and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club’s business

About You
You should have:

• a university degree in Business Administration, Marketing, or related disciplines with a strong mathematics and analytics background
• extensive experience in sizeable call centre environment in financial, banking and telecommunication, with a minimum of 10 years in managerial level
• proficiency in both written and spoken Chinese and English
• sound understanding of business dynamics and its key value drivers
• knowledge in latest technology in digital transformation of customer service operation
• high personal integrity, is trustworthy, dependable, responsible, accountable
• to be customer centric
• leadership, coaching, delegation, and team building skills
• less experienced candidate will be considered as Customer Care Support Manager

Terms of employment

The level of appointment will be commensurate with qualifications and experience. Contract employment will be offered to the successful candidate. Contract renewal will be subject to mutual agreement between the Club and the individual.

How to Apply
Please send your resume, complete with expected salary and job reference by clicking the Apply Now button or to:
Fax: 2576-1987
Mail: The Human Resources Department, The Hong Kong Jockey Club, 1 Sports Road, Happy Valley, Hong Kong