Customer Care Representative (Digital)

The Hong Kong Jockey Club; Sha Tin; On-site; HKD 117,000 - 138,000; Full time

Benefits offered by this job

Competitive salary & benefits

Development opportunities

Job summary

The Hong Kong Jockey Club is a world-class racing club offering customer service across multiple channels from Sha Tin. The division handles enquiries, feedback, and product information with a focus on prompt, accurate responses and high-quality service.

The role requires strong Chinese and English communication, attention to detail, and the ability to work in a fast-paced environment. Mandarin is a plus; shift work includes night race days, weekends, and public holidays.

Qualifications

• DSE/HKCEE or above.
• Prior experience in customer service preferred.
• Familiarity with inbound call platforms is advantageous.
• Strong multitasking abilities; self-motivated, adaptable in a fast-paced environment.
• Excellent interpersonal, communication, and problem-solving skills.
• Proficiency in written and spoken Chinese and English; Mandarin is a plus.

Responsibilities

• Respond to customer enquiries via email or live chat.
• Conduct feedback investigations and collaborate with relevant parties for timely responses across channels.
• Provide accurate and efficient responses using extensive product knowledge.
• Assist customers in resolving issues and guiding on products and services.
• Handle ad-hoc tasks assigned by supervisor.
• Be available to work shifts, including day and night race meeting days; weekends and public holidays.

Skills

Multitasking

Interpersonal skills

Communication skills

Chinese/English proficiency

Typing speed

Education

DSE/HKCEE or above

Tools

Inbound call platform

Job description

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 Membership and Customer Excellence (MCE) Division is responsible for delivering world-class experiences and deepening engagement across all customer segments. The team oversees operations of clubhouses, racecourses, and Off-Course Betting Branches (OCBBs), while enhancing member and owner value propositions and promoting interest in horse ownership and equestrian sports. It leads the Club’s customer experience strategy across digital and physical touchpoints, ensuring consistency, agility, and excellence. The Division also manages data strategy and governance to build a unified view of customers, enabling more personalised and impactful interactions.

The Department

The Integrated Contact Centre of Retail and Telebet Department provides one-stop service for the Club's customers and general public. By means of telephone hotlines and online channels, we provide customers with product information, enquiry handling and venue reservation services, etc.

The Job

• Respond to customer enquiries via email or live chat.
• Conduct feedback investigations and collaborate closely with relevant parties to provide timely responses to customers via various communication channels.
• Provide accurate and efficient responses to customer enquiries, utilizing extensive product knowledge to deliver proficient service.
• Assist customers in resolving issues, troubleshooting problems and providing guidance on our products and services.
• Handle ad-hoc tasks assigned by your superior.
• Be available to work shifts, including day and night race meeting days; weekends and public holidays.

About You

• DSE / HKCEE or above.
• Prior experience in the customer service field is preferred.
• Familiarity with inbound call platform is advantageous.
• Strong multitasking abilities; self-motivated, adaptable, and flexible in a fast-paced environment.
• Excellent interpersonal, communication, and problem-solving skills.
• Proficiency in both written and spoken Chinese and English; fluency in Mandarin is a valuable asset.
• Good typing skills; minimum typing speed of 50 words per minute with 90% accuracy in English, and a minimum speed of 20 words per minute with 90% accuracy in Chinese is required.

Pay-rate

$91 per hour

Working Hour

Average 4-8 working hours per day and 3- 4 days per week. Actual working hours depend on operational need and on rostering basis

Terms of Employment

Working Location: Sha Tin Racecourse

We offer competitive salary and benefits packages, dynamic working environment and development opportunities.

Add horsepower to your career today.

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 [e-mail].

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.