Customer Care Representative (1-year contract)

The Hong Kong Jockey Club
Hong Kong
13 days ago
About the job
Job descriptions

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


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


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


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.


Only shortlisted candidates will be notified.
Skills required
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