Leads Service Executive

Arada; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

Arada seeks a Senior Leads Service Executive to manage and qualify inbound and outbound customer interactions via phone, email, web-chat, and CRM, ensuring timely lead engagement and top-tier service standards.

You will handle inquiries, qualify requirements, and update CRM while adhering to SLAs and quality targets. The role requires 3–5 years in customer service or lead management and a degree in a related field, with real estate and hospitality experience a plus.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, or related field (preferred).
• 3-5 years in Customer Service, Contact Centre Operations, Lead Management, Tele-sales, or Sales Support.
• Experience in real estate, hospitality, banking, or retail preferred.

Responsibilities

• Handle inbound inquiries through calls, web-chat, email, and digital channels
• Conduct outbound calls to support sales generation and customer engagement
• Qualify customer requirements and capture lead information accurately in CRM
• Action abandoned calls, voicemail inquiries, and IVR-generated leads within defined SLAs
• Follow up on customer requests, project inquiries, and lead nurturing activities
• Maintain daily adherence to assigned shifts and call center schedules
• Manage phone, chat, and digital channels while meeting productivity targets
• Achieve targeted outbound calls per shift and maintain quality within operational guidelines
• Monitor queues and action assigned leads within established turnaround times
• Deliver professional, accurate communication across all customer interactions
• Respond to all incoming emails within established service standards
• Maintain call and chat quality scores of 95% or higher
• Resolve customer queries effectively and escalate complex issues appropriately
• Accurately update customer records, communications, and lead status in CRM
• Maintain data integrity and completeness of customer information
• Generate and maintain activity records and lead tracking updates
• Comply with customer service, sales, data protection, and HSE policies
• Adhere to call center procedures, quality standards, and SLAs
• Maintain confidentiality of customer and business data

Skills

Customer service

Lead management

CRM proficiency

Multitasking

Data accuracy

Communication skills

Microsoft Office

Education

Bachelor's degree in Business Administration

Bachelor's degree in Marketing

Bachelor's degree in Communications

Tools

CRM systems

Microsoft Office

Job description

The Senior Leads Service Executive manages and qualifies 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

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

Call Center & Digital Channel Operations

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

Customer Service & Quality Excellence

• Deliver professional, accurate communication across all customer interactions
• Respond to all incoming emails within established service standards
• Maintain call and chat quality scores of 95% or higher
• Resolve customer queries effectively and escalate complex issues appropriately

CRM & Reporting

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

Compliance & Continuous Improvement

• Comply with customer service, sales, data protection, and HSE policies
• Adhere to call center procedures, quality standards, and SLAs
• Maintain confidentiality of customer and business data

Qualification

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

Experience

3-5 years in Customer Service, Contact Centre Operations, Lead Management, Tele-sales, or Sales Support. Experience in real estate, hospitality, banking, or retail preferred.

Skills

• Strong verbal and written communication skills in English; Arabic advantageous
• Excellent customer service and interpersonal skills
• Strong CRM and lead management capabilities
• Ability to manage multiple interactions simultaneously
• Strong attention to detail and data accuracy
• Problem-solving and conflict-resolution skills
• Proficiency in Microsoft Office and CRM systems
• Strong organizational and time management skills