Job ref no.: 20006350 (CT3127121-01#1093)
The Hong Kong Jockey Club

Assistant Betting Customer Incident Manager (SCTC @ Sha Tin Racecourse)

The Hong Kong Jockey Club

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 Apply Now.

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 requested.

More job information
Job ref no. 20006350 (CT3127121-01#1093)
Job Function
  • Shatin
Employment Term
  • Full-time
  • 8 years - 10 years
Career Level
  • Middle management level
  • Degree