About The Hong Kong Jockey Club
 
The Hong Kong Jockey Club
 
Founded in 1884, The Hong Kong Jockey Club is a world-class racing club that acts continuously for the betterment of our society.

The Club has a unique integrated business model, comprising racing and racecourse entertainment, a membership club, responsible sports wagering and lottery, and charities and community contribution. Through this model, the Club generates economic and social value for the community and supports the Government in combatting illegal gambling. In 2019/20, the Club made a record return to the Government of HK$19.9 billion in duty and profits tax and contributed HK$0.8 billion to the Lotteries Fund. Approved charity and community donations were HK$4.5 billion.

The Club is Hong Kong's largest single taxpayer and one of the city’s major employers. Its Charities Trust is also one of the world's top ten charity donors. The Club is always "riding high together for a better future" with the people of Hong Kong.
 
香港賽馬會
 
香港賽馬會(「馬會」)成立於1884年,是致力建設更美好社會的世界級賽馬機構。馬會透過其結合賽馬及馬場娛樂、會員會所、有節制體育博彩及獎券,以及慈善及社區貢獻的獨特綜合營運模式,創造經濟及社會價值,並協助政府打擊非法賭博。2019/20年度,馬會透過各項博彩稅及利得稅,為政府庫房帶來破紀錄的199億港元收入,並向獎券基金撥款8億港元。另外,已審批慈善捐款達45億港元。馬會是全港最大的單一納稅機構,也是香港主要僱主之一,其慈善信託基金位列全球十大慈善捐助機構。馬會將繼續與香港市民「同心同步同進 共創更好未來」。

請即加入香港賽馬會,把握非凡事業發展機會,盡展所長!
 
Assistant Betting Customer Incident Manager (SCTC @ Sha Tin Racecourse)
 

The Department
The Betting Operations Control Centre (BOCC) of our Betting Control and Customer Operations Department is the main co-ordination and service centre for all business channels under the Customer and International Business Development Division. It provides 7x24 operations to maintain quality and efficient services and support to Retail, Telebet and Interactive Services and acts as the central control point for all wagering products and activities.

The Job
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.

About You
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 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


 
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.