Customer Services Officer

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.

Major Tasks

• 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.

Education

Bachelor degree in any disciplines.

Qualifications

Experience

A minimum of 3 years relevant experience in customer facing environment such as airline and hospitality industry.