Requisition ID: 2462

Customer Services Officer

The Department

The Customer Strategy, Insights, and Innovation (CSII) Division is dedicated to cultivating customer-centric capabilities across the Club ecosystem and shaping customer strategies that drive business growth. Through a data-driven approach, the Division strives to achieve a 360-degree understanding and insights of owners, members and wagering customers, enabling the seamless design of end-to-end customer experiences across online and offline channels (Racecourses and Off-course Betting Branches). This is achieved by integrating Clubwide customer data onto a unified platform, creating a single view of our customers that empowers us to deliver personalised offers and unique experiences.

The job holder is responsible for relationship building with the designated group of customers and to ensure they enjoy excellent racecourse experience. The job holder may also be responsible for leading the team towards achieving operational goals and ensure providing excellent communication, problem solving and high level customer service for achieving customer satisfaction.

The Job

You will:

Support Line Manager in implementing customer strategies in line with Club's objective and uplift overall customer satisfaction at Racecourses
Ensure seamless and efficient racecourse operations in collaboration with cross-functional teams
Develop and execute action plans to improve operation productivity and mitigate potential operation risk
Respond and resolve customer service issues promptly and effectively
Conduct briefing, training and coaching for part-time staffs to maintain high service standards and accurate product knowledge
Translate voice-of-customer into actionable insights or management attention to improve racecourse experience
Handle administrative duties, including pre-sale operation, inventory management, sale reporting and other raceday-related tasks
Ensure compliance with Responsible Gambling Policy and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club’s businesses
Undertake other duties as assigned by Line Manager

About You

You should have:

Degree or above in any disciplines
A minimum of 4-5 years’ solid experience in customer facing environment, such as airline and hospitality industry
Excellent interpersonal and communication skills in both English and Chinese
Ability to be outgoing, proactive, customer-focused and detailed-oriented
Ability to work on racedays in both Happy Valley and Sha Tin Racecourses

Terms of Employment

The level of appointment will be commensurate with qualification and experience.

How to Apply

Please send your resume, complete with expected salary and job reference by clicking the Apply Now button.

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.