Customer Support Manager - The Hong Kong Jockey Club

(Ref: SCSM-CC)

The Job

Our Telebet Department is one of the betting service and sales channel of the Club. It has four mega call centres with a combined capacity of 3,900 agent positions, an integrated customer care centre and sophisticated interactive voice response systems to offer quality betting entertainment services to account and retail customers.

You will

assist the Customer Care Manager in planning and implementing operational customer relationship initiatives
direct a sizable team of supervisors and agents to deliver quality services to both general and 1.6 million account customers; and to personally manage service disputes from premier customers
manage your team to achieve operational targets, maximise resources utilization and implement best work practices
explore new service and operational initiatives to enhance quality, efficiency and effectiveness
About You

You should

have a tertiary education with a minimum of five years' experience at supervisory level in sizeable retail call centre environment
have experience in different call centre systems and technologies
have excellent interpersonal and analytical skills with good communication skills in both English and Chinese and strong leadership capabilities
be creative, self-motivated and able to handle multiple tasks independently and meet tight deadline
To meet the challenges of this job, you must be prepared to work on shift until late night including weekends and public holidays.

Terms of Employment

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

How to Apply

Please send your resume, complete with expected salary and job reference to:

Email: recruit@hkjc.org.hk
Fax: 2576-1987
Mail: Human Resources Department
The Hong Kong Jockey Club
1 Sports Road, Happy Valley
Hong Kong

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 requested.