Assistant Customer Care Manager (Digital Contact & Feedback Management Team)

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

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 Integrated Contact Centre in Retail and Telebet Services Department provides one-stop customer service to the Club’s customers and general public. By means of telephone hotlines and online channels, we provide customers with product information, enquiry handling and feedback handling, etc.

The role of Assistant Customer Care Manager falls under Digital Contact & Feedback Management Team, is responsible for leading a team that handles customer feedback and responds to enquiries received through email and live chat channels. This role plays a key part in ensuring that all customer interactions are managed professionally, efficiently, and in alignment with service standards.

The Assistant Manager will oversee daily operations, monitor service quality, and support team development through coaching and performance management. A critical aspect of the role is to identify recurring customer issues, analyse feedback trends, and share insights with relevant stakeholders to drive service improvements and enhance customer satisfaction.

The Job

• Lead a team of customer care representatives to handle customer feedback, as well as responding to enquiries via live chat and email. It is essential to ensure that all feedback and enquiries are addressed professionally and in a timely manner.
• To promptly address and escalate cases that pose a risk of media or public attention, as well as to resolve and mitigate these risks that could impact the image of the Club.
• Share the knowledge and skills on handling sensitive cases with team members and assure best practice is applied across the team. Set priorities for the team to ensure completion of tasks and achievement of service level targets.
• Analyse customer feedback; identify needs of customers and sharing voice of customers with stakeholders aimed at improving customer satisfaction.
• Reinforce desirable work practices and explore new initiatives to enhance service quality and operational efficiency.
• Assist superior in planning and implementation of customer relationship initiatives or other projects as required.
• To maintain appropriate operational risk control and compliance in all activities.
• Ensure compliance with Responsible Gambling Policy (RGP) and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club’s business.
• Undertake other duties as assigned by Line Manager.

About You

• A Bachelor degree in Business or related disciplines.
• A minimum of 5 years’ experience at supervisory level in sizeable call/service centre environment. Candidates with less experience may be considered for the position of Customer Care Officer.
• Have good communication skills in both written and verbal Chinese and English.
• Proficient computer skills, including word processing, spreadsheets, PowerPoint presentation etc.
• Customer service systems knowledge relating to chatbot or AI technology is a plus.

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.