Arada | Lead Service Executive, Sharjah

Arada; Sharjah; On-site; AED 89,000 - 134,000; Full time

Job summary

Arada in the United Arab Emirates is seeking a Lead Service Executive to manage inbound and outbound customer interactions across phone, email, web-chat and CRM, ensuring timely lead engagement and high service standards.

You will qualify leads, drive sales support, maintain CRM data, and work with cross-functional teams to meet KPIs while upholding data protection and quality.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications or related field.
• 2-3 years in Customer Service, Contact Centre Operations, Lead Management or Sales Support.
• Fluent in English and Arabic with excellent communication and interpersonal skills.

Responsibilities

• Handle inbound inquiries and conduct outbound calls to generate leads and engagement.
• Qualify customer requirements and accurately capture lead information in CRM.
• Maintain daily adherence to shifts and manage multiple channels (phone, email, web-chat, digital).
• Deliver professional, accurate communications and achieve quality call/chat scores.
• Update records in CRM and generate lead tracking reports; support compliance and continuous improvement.

Skills

Bilingual English & Arabic

CRM proficiency

Lead management

Communication skills

Time management

Education

Bachelor's degree in Business Administration, Marketing, Communications

Tools

CRM systems

Microsoft Office

Job description

About us

At Arada, we create communities that inspire healthier, happier and more meaningful lives. Through innovative developments, exceptional customer experiences and a commitment to sustainability, we are shaping places where people can live, work and thrive.

Joining Arada means becoming part of a collaborative, ambitious and forward-thinking team dedicated to delivering excellence across every aspect of our business.

Role Purpose:

The Lead Service Executive manages inbound and outbound customer interactions across multiple channels (phone, email, web-chat, digital, CRM), ensuring timely lead engagement, exceptional customer experience, and adherence to operational KPIs and service standards.

Key Responsibilities:

Lead Management & Customer Engagement

1. Handle inbound inquiries through calls, web-chat, email, and digital channels
2. Conduct outbound calls to support sales generation and customer engagement
3. Qualify customer requirements and capture lead information accurately in CRM
4. Action abandoned calls, voicemail inquiries, and IVR-generated leads within defined SLAs
5. Follow up on customer requests, project inquiries, and lead nurturing activities

Call Center & Digital Channel Operations

1. Maintain daily adherence to assigned shifts and call center schedules
2. Manage phone, chat, and digital channels while meeting productivity targets
3. Achieve targeted outbound calls per shift and maintain quality within operational guidelines
4. Monitor queues and action assigned leads within established turnaround times

Customer Service & Quality Excellence

1. Deliver professional, accurate communication across all customer interactions
2. Respond to all incoming emails within established service standards
3. Maintain call and chat quality scores of 95% or higher
4. Resolve customer queries effectively and ...?

CRM & Reporting

1. Accurately update customer records, communications, and lead status in CRM
2. Maintain data integrity and completeness of customer information
3. Generate and maintain activity records and lead tracking updates

Compliance & Continuous Improvement

1. Comply with customer service, sales, data protection, and HSE policies
2. Adhere to call center procedures, quality standards, and SLAs
3. Maintain confidentiality of customer and business data
4. Support continuous improvement initiatives

What you'll bring:

Qualification

Bachelor's degree in Business Administration, Marketing, Communications, or related field (preferred)

Experience

2-3 years in Customer Service, Contact Centre Operations, Lead Management, Tele-sales, or Sales Support. Experience in hospitality, banking, or retail preferred.

Skills

1. Strong verbal and written communication skills in English and Arabic
2. Excellent customer service and interpersonal skills
3. Strong CRM and lead management capabilities
4. Ability to manage multiple interactions simultaneously
5. Strong attention to detail and data accuracy
6. Problem-solving and conflict-resolution skills
7. Proficiency in Microsoft Office and CRM systems
8. Strong organizational and time management skills

Why join Arada?

At Arada, you'll have the opportunity to contribute to projects that transform communities while working alongside talented professionals in a culture that values innovation, collaboration and continuous growth. We are committed to creating an inclusive workplace where everyone has the opportunity to thrive and make a meaningful impact.

Equal Opportunity Statement

Arada is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals and make employment decisions based on merit, experience and business needs.