Assistant Customer Care Manager (Staffing & Administration)

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 Job

You will

• Monitor and manage employee rosters, attendance, punctuality, leave records, and performance metrics. Maintain accurate and up-to-date employee records to support analysis and reporting. 
• Support departmental initiatives and collaborate with HR to implement employee improvement plans and disciplinary actions. Liaise with HR to stay informed of the Club’s latest policies and strategic directions. 
• Design, initiate, and implement incentive programs to enhance employee engagement and foster long-term loyalty to the department.
• Oversee daily office administration, to ensure smooth team operations, for examples: system access rights and installation arrangements; procurement and claims processing; payroll coordination and support.
• Supervise a team of customer care representatives, to ensure consistent and efficient daily operations.
• Foster a positive and collaborative working environment by building strong relationships with team members. Identify and provide employee development opportunities to enhance skills, performance, and career growth.
• 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 5-8 years’ experience with supervisory level in sizeable. Candidates with less experience may be considered for a lower grade position.
• Proficient computer skills, including word processing, spreadsheets, PowerPoint presentation etc.
• Have good communication skills in both written and verbal Chinese and English.
• Ability to work independently and efficiently under pressure with a proactive attitude.
• Willingness and ability to work on rotating shifts, including weekends and public holidays.

Terms of Employment

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.