Customer Services Officer

The Hong Kong Jockey Club

Founded in 1884, The Hong Kong Jockey Club (“the 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 HKSAR Government in combatting illegal gambling.

The Division - Membership & Customer Excellence (MCE)

The Membership and Customer Excellence (MCE) Division is responsible for delivering world-class experiences and deepening engagement across all customer segments. The team oversees operations of clubhouses, racecourses, and Off-Course Betting Branches (OCBBs), while enhancing member and owner value propositions and promoting interest in horse ownership and equestrian sports. It leads the Club’s customer experience strategy across digital and physical touchpoints, ensuring consistency, agility, and excellence. The Division also manages data strategy and governance to build a unified view of customers, enabling more personalised and impactful interactions.

Job Summary

The job holder is responsible for building and maintaining relationships with a designated group of customers to ensure they have an exceptional racecourse experience. In addition, they may lead the team in achieving operational goals by fostering excellent communication, problem-solving, and delivering high-quality customer service to enhance overall customer satisfaction.

The Job

• Enhances overall customer satisfaction and fosters strong relationship-building and customer retention.
• Manages customer feedback and adheres to the service pledge in alignment with the Club's policies and standards.
• Improves customer experience across all touchpoints through operational enhancements.
• Provides dedicated customer service and implements on-site promotions/events as needed during racedays at assigned venues.
• Collaborates with various internal operational units to ensure effective execution of operations.
• Manages a team of part-time staff through the entire process, including recruitment, training, rostering, on-the-job coaching, and performance evaluation.
• Ensure compliance with the Responsible Gambling Policy and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club's businesses.
• Perform any other related duties as assigned by supervisor.

About You

• Degree or above in any disciplines
• A minimum of 3 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

Apply Now!

We offer competitive salary and benefits packages, dynamic working environment and development opportunities.
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Equal Opportunity and Inclusive Hiring

We are an equal opportunity employer and strive to create an inclusive workplace for all. Applicants from diverse backgrounds are welcomed to apply. If you have any special needs or require accommodations during the interview process, please e-mail us via careers@hkjc.org.hk. Personal data provided by job applicants will be used strictly in accordance with the Club's notice to employees and job applicants relating to the Personal Data (Privacy) Ordinance. A copy of which will be provided immediately upon request.