The Department

The Customer Strategy, Insights and Innovation Division (CSII) 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, 37 Simulcasts days, a thrice-weekly Mark 6 Draw, 7X24 Digital Channels, 7X24 Football Betting Services on 12,500 football matches per year. The ultimate aim is to provide an impressive total customer experience leading to sustainable turnover growth in a responsible manner.

With around 90 off-course betting branches and 2 racecourses, Retail and Telebet Services Department is committed to provide quality and efficient service to our customers throughout Hong Kong.

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 complaints with risk of media or public attention, to 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
• Analyze customer feedback, suggest areas of product/service enhancement, and to carry out supervision of live chat services.
• 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 any other projects or tasks as assigned by your supervisor.

About You
You should have

• Be a degree holder with a minimum of five years’ relevant experience at supervisory level in sizeable customer service industry
• Have proven experience in customer care field, customer service systems knowledge relating to chatbot or AI technology is a plus
• Be customer-centric with strong analytical and problem-solving skills
• Demonstrate strong analytical and problem-solving skills
• Be result-oriented, self-motivated and creative; able to multi-task
• Fluent in both written and spoken Chinese and English; Excellent communicator
• Be prepared to work on shift including weekends and public holidays

(Candidates with less experience maybe considered for Customer Care Officer)