Customer Engagement Manager (Online Platform)

KOS International Limited; Hong Kong; On-site; HKD 600,000 - 1,200,000; Full time

Job summary

KOS International Limited in Hong Kong is seeking a Manager to oversee its sales-driven contact centre function, leading a frontline team responsible for customer engagement, conversion, retention and revenue across phone and digital messaging channels.

The ideal candidate will be a hands-on people manager with a commercial mindset, experience in performance management, and the ability to translate operational data into practical improvement plans and stakeholder communications.

Qualifications

• 6+ years of relevant experience in call centre, customer service, telesales, or e-commerce operations.
• Proven experience leading teams to achieve sales, conversion, service or KPI targets.
• Proficiency with omnichannel engagement platforms such as SleekFlow, OmniChat, iSlash or similar.

Responsibilities

• Lead, coach, and motivate a team of call centre and customer engagement professionals to achieve sales, conversion, service, and productivity targets.
• Develop and implement sales engagement strategies to drive customer acquisition, upselling, cross-selling, and retention.
• Set clear performance standards and conduct regular reviews of individual and team results against KPIs.
• Identify skill gaps within the team and coordinate relevant coaching, training, and development initiatives.
• Monitor inbound and outbound customer interactions across telephone and messaging channels to ensure service quality and standards.

Skills

People management

Performance management

Sales targets

Customer engagement

Tools

SleekFlow

OmniChat

iSlash

Job description

Our client is a growing, customer-focused business seeking a Manager to oversee its sales-driven contact centre function. This role will lead a frontline team responsible for customer engagement, conversion, retention, and revenue generation across phone and digital messaging channels.

The successful candidate will be a hands-on people manager with a strong commercial mindset, proven experience in performance management, and the ability to translate operational data into practical improvement plans.

Responsibilities

• Lead, coach, and motivate a team of call centre and customer engagement professionals to achieve sales, conversion, service, and productivity targets.
• Develop and implement sales engagement strategies to drive customer acquisition, upselling, cross-selling, and retention.
• Set clear performance standards and conduct regular reviews of individual and team results against agreed KPIs.
• Identify skill gaps within the team and coordinate relevant coaching, training, and development initiatives.
• Monitor inbound and outbound customer interactions, including telephone and messaging channels, to ensure service quality, compliance, and operational standards are maintained.
• Review customer service quality and provide constructive feedback to improve the effectiveness of team members.
• Handle escalated customer enquiries, complaints, and service issues professionally and in a timely manner.
• Prepare accurate operational, sales, and performance reports; analyse trends and identify areas for process or service improvement.
• Provide data-driven recommendations and follow through on action plans to improve revenue performance, customer experience, and team efficiency.
• Work closely with internal departments and external partners to align operational priorities and maintain effective stakeholder relationships.
• Support the continuous refinement of call centre workflows, customer engagement processes, and reporting practices.

Requirements

• At least 6 years of relevant experience in call centre, customer service, telesales, customer engagement, or e-commerce operations, including supervisory or managerial responsibilities.
• Demonstrated experience in leading teams to achieve challenging sales, conversion, service, or operational KPIs.
• Experience with customer messaging, CRM, or omnichannel engagement platforms such as SleekFlow, OmniChat, iSlash, or similar tools is preferred.
• Exposure to an e-commerce, retail, digital commerce, subscription, or consumer-focused environment would be an advantage.
• Proficient in written and spoken English and Chinese; Mandarin proficiency is required.