Assistant Customer Care Manager (Feedback Management)

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 Club-wide customer data onto a unified platform, creating a single view of our customers that empowers us to deliver personalised offers and unique experiences.

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 Senior Customer Care Officer is under Digital Contact & Feedback Management Team, responsible for leading a team of customer care representatives to handle customers’ feedbacks; and customers’ enquiries through live chat or email. Identifying needs of customers and sharing voice of customers with stakeholders aimed at improving customer satisfaction and to ensure all complaint cases are resolved in a professional and timely manner.

The Job

You will:

• Lead a team of customer care representatives to handle customers’ feedbacks and complaints with risk of media or public attention, to ensure cases are resolved in a professional and timely manner in both verbal and written communication.
• 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.
• Able to multitask and provide support in supervising digital service operations, including live chat and email.
• 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

You should have:

• 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 a lower grade position.
• 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.
• Ability to work independently with a proactive attitude.
• Willingness and ability to work on rotating shifts, including weekends and public holidays.

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.

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 request.