Customer Care Representative (1-year contract)

The Hong Kong Jockey Club
Hong Kong
Permanent
115 days ago
About the job
Job descriptions
DEPARTMENT:

The Integrated Contact Centre of Betting Control & Customer Operations Department provides one-stop service for the Club's customers and general public.

JOB_DESCRIPTION:

You will:

- work as a Customer Care Representative to handle incoming communications via different channels, including but not limited to emails, letters or live chat to resolve customers' feedback and enquiries effectively

- carry out investigation and work closely with relevant parties to respond customers timely

- provide accurate and efficient responses via email, letter, phone calls or live chat to help enhancing customers' online and offline experience

- assist in UAT, testing different scenarios on digital communication platforms

- perform administrative duties including database maintenance, reports preparation and other ad hoc tasks assigned

- work independently and collaboratively to resolve customer concerns in a professional yet empathetic manner

- rotate job duties across different functions within the team to cope with operation needs

- work on shift including weekends and public holidays

ABOUT_YOU:

You should have:

- tertiary education or above, fresh graduate also welcome

- at least 2 years working experience in customer service field, exposure to correspondence handling would be an advantage

- experience in administering chatbot or using the live chat platform

- passion about new technology and must be tech-savvy

- interest in interacting with people at all levels

- ability to multi-task; self-motivated, agile and flexible to adapt in fast paced environment

- excellent interpersonal, communication and problem solving skills

- ability to stay calm when customers are stressed or upset

- excellent command of both written and spoken Chinese and English, good command of Mandarin would definitely be an asset

- excellent typing skills; preferably a typing speed of minimum 50wpm with 90% accuracy in English, and a speed of minimum 20wpm with 90% accuracy in Chinese is a MUST

TERMS_OF_EMPLOYMENT:

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

CLOSING_DATE:

Only shortlisted candidates will be notified.
Skills required
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