Requisition ID: 1481

Membership Services Officer - Hotline (1 year temp)

The Department

The Membership Services Department plays an essential role in providing co-ordination and administrative support, and amenities to the Club's 29,000 Members and their families.

The Job

You will:

To supervise a group of part-time staff in the Members Services Hotline Team to ensure that quality service is provided to Members’ reservations and enquiries according to the Club’s standard policies and procedures.
To monitor the Members Services Hotline Team to provide services and support by 7-day operation hours, perform outbound activities within appropriate timelines to drive initiatives of different programmes and prepare administrative tasks.
To answer enquiries and perform Non-racedays reservations according to the Club’s standard policies and procedures, handle feedbacks and Members satisfaction, prepare analysis report of both Hotlines for management review.
To ensure Members’ feedbacks and enquiries which incoming by Hotline are being followed-up and recorded, and the concerned colleagues or other business units handle the request properly.
To manage requests from the Beijing Clubhouse, including room reservations, catering, and event bookings, while communicating with clubhouse colleagues to ensure that Members' needs are addressed and followed up appropriately.
To manage Shenzhen Centre requests such as facilities reservations, catering and events reservations and communicate with the colleagues of Shenzhen Centre to ensure that Members’ needs are being handled and followed-up.
To assist in the maintenance of the Electric Knowledge Base Management System (eKBM) to ensure that updated information is accurately posted.
To accept the duties which assigned by the Line Manager(s).

About You

You should have:

A university degree holder with minimum 2 years of supervisory experience in service industry or staff management.
Experience in Call Centre is an advantage.
Good understanding of Customer Management System.
Strong co-ordination skills with fluency in spoken Cantonese and English and in written English.
Knowledge in written Chinese and spoken Mandarin is an advantage.
Hands-on experience of MS Office applications (Word, Excel, Access)
Chinese typing is preferable.

Working Locations:

Sha Tin Communications & Technology Centre, Sha Tin Racecourse, Sha Tin

Terms of employment

The level of appointment will be commensurate with qualifications and experience. A temporary employment will be offered to the successful candidate. Contract renewal will be subject to mutual agreement between the Club and the individual.

Other Details

Only shortlisted candidates will be notified.

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.