Lead Service Executive - Customer Care & Lead Management

About the role

Arada, a developer of residential communities focused on health, happiness and sustainability, is hiring a Lead Service Executive in Sharjah. The role manages inbound and outbound customer interactions across phone, email, web-chat and digital channels, ensuring timely lead engagement, a high-quality customer experience and adherence to operational KPIs and service standards.

Key responsibilities

• Handle inbound inquiries by call, web-chat, email and digital channels, and conduct outbound calls to support sales generation
• Qualify customer requirements and capture lead information accurately in the CRM; follow up on requests, project inquiries and lead nurturing
• Action abandoned calls, voicemail and IVR-generated leads within defined SLAs
• Maintain daily adherence to shifts and schedules, meet productivity targets and outbound call quotas, and monitor queues and turnaround times
• Keep call and chat quality scores at 95% or higher, resolve queries and escalate complex issues
• Update customer records, communications and lead status in the CRM, keeping data accurate and complete
• Comply with customer service, sales, data protection and HSE policies, and support continuous improvement

Required profile

• Bachelor's degree in Business Administration, Marketing, Communications or a related field (preferred)
• 2-3 years in customer service, contact centre operations, lead management, tele-sales or sales support; hospitality, banking or retail experience preferred

Required skills

• Strong verbal and written communication in English and Arabic
• Excellent customer service and interpersonal skills
• CRM and lead management, multitasking, attention to detail and problem-solving
• Proficiency in Microsoft Office and CRM systems