Lead Service Executive

About the role

Arada 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 customers, capture lead information in the CRM and follow up on requests, project inquiries and lead nurturing
• Action abandoned calls, voicemail and IVR leads within SLAs, and monitor queues and turnaround times
• Maintain daily adherence to shifts and schedules, meet productivity targets and achieve the target outbound calls per shift
• Keep call and chat quality scores at 95% or higher, resolve queries and escalate complex issues
• Update customer records and lead status in the CRM, generate activity records and maintain data integrity
• Comply with customer service, sales, data protection and HSE policies, call center procedures and SLAs

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
• CRM and lead management, multitasking and attention to detail
• Microsoft Office and CRM systems