Customer Care Representative (Voice)

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

• Support daily operations by handling inquiries and ensuring service standard compliance during business hours.
• Address customer inquiries and feedback across multiple channels with professional communication.
• Resolve customer issues while providing product and service guidance.
• Conduct administrative tasks including report preparation, data entry, and information verification to enhance operational efficiency.
• Collaborate with internal teams to ensure timely resolution of customer requests and feedback.
• Facilitate outbound initiatives and follow-up activities to strengthen customer engagement.
• Supervise and support part-time staff to ensure operational continuity.
• Identify improvement opportunities through customer feedback and operational data to drive service enhancement initiatives.
• Maintain compliance with relevant policies and regulations to ensure operational integrity.
• Perform any other related duties as assigned by supervisor.

About You

• Bachelor degree or tertiary education any discipline.
• Minimum of 1 year relevant experience in a customer service environment, with a preference for call center experience.
• With betting knowledge will be advantage
• Administrative experience is a plus, along with proficiency in MS Office applications, particularly Word and Excel.

Terms of Employment

Pay-rate: $91 per hour

Working Location: Sha Tin Racecourse

Shift-work Hours:

• Day Race Meeting Days: 9:00 AM – 8:00 PM
• Night Race Meeting Days: 12:00 PM – 11:30 PM
• Mark Six Draw Days: 9:00 AM – 9:30 PM
• Other Days: 9:00 AM – 8:00 PM
• Be prepared to work both day and night shifts to support the Club’s operations, including weekends and public holidays.
• Successful candidates will typically be assigned approximately 100 hours per month*

Actual working hours will be determined based on operational needs.

Apply Now!

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

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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 careers@hkjc.org.hk.

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.