Customer Account Administration Specialist

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 Wagering Products (WP) Division is responsible for driving the wagering business strategy and results for the Club through the wagering products of Horse Racing (Local and Overseas), Basketball, Football, Mark 6 Lottery and International Commingling with the aim to drive wagering turnover and revenue growth in a socially responsible manner.

The Job

• Customer Systems Support
  • Support Customer Systems team to identify, evaluate and design solutions for enhancements on CRM systems, mainly related to improvement in account administration processes and related Customer systems
  • Collaborate closely with Customer Systems team for efficient CRM project deployment and evaluate post-implementation results for necessary system fine-tuning and operational adaptation
  • Coordinate with Customer Systems team for BAA related CRM user acceptance testing (UAT) and provide training

• Operational Management
  • Provide admin services for customers’ betting accounts
  • Process service requests accurately and efficiently while strictly adhering to SOPs
  • Enforce effective account control measures, ensuring compliance with the Club’s internal policies, SDA, and legislative requirements.
  • Enforce effective account control measures to ensure and protect the integrity of customers betting account information and balance.
  • Participate in project development and implementation
  • Support in reviewing system implementation and management to facilitate the business process and enhance operations efficiency.
  • Plans and implements betting account administration control or efficiency initiatives or other projects as required.
  • Support project administrative work and assist in the development and implementation, record maintenance, standard operations procedure updating, etc.
  • Ensure compliance with Responsible Gambling Policy and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club's business

• Undertakes other duties as assigned by Line Manager

About You

• Bachelor’s degree or above
• Minimum of 5 years’ relevant experience in customer service or customer systems support
• Knowledge of wagering and/or experience with system implementation on CRM-related or customer touchpoint systems is an advantage
• Strong analytical, logical, and problem-solving skills, with solid business acumen
• Excellent relationship management skills and the ability to network effectively with colleagues and business partners
• Mature, independent, and a strong team player
• Proficiency in common operational tools such as CRM systems, MS Office, recording systems, and cloud services is an advantage

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.