Leads Service Executive

Arada; United Arab Emirates; On-site; AED 134,000 - 201,000; Full time

Job summary

Arada is seeking a Senior Leads Service Executive in the United Arab Emirates to manage inbound and outbound customer interactions across phone, email, web-chat, and other digital channels. The role focuses on timely lead engagement, accurate data capture in CRM, and maintaining high service standards.

Qualified candidates will have 3–5 years in customer service or lead management; experience in real estate, hospitality, banking, or retail is preferred, with a Bachelor's degree preferred.

Qualifications

• 3–5 years in Customer Service or Lead Management.
• Experience in real estate, hospitality, banking, or retail preferred.
• Bachelor's degree preferred.

Responsibilities

• Manage inbound and outbound customer interactions across multiple channels.
• Qualify lead requirements and capture information in CRM.
• Lead management and customer engagement; respond to inquiries via calls, email, web-chat, and digital channels.
• Maintain data integrity in CRM and update lead status; monitor queues and SLAs.
• Ensure professional communication and high-quality interactions; escalate complex issues as needed.

Skills

Communication skills

CRM proficiency

Lead management

Multitasking

Attention to detail

Problem solving

Microsoft Office

Education

Bachelor's degree (Business/Admin/Marketing/Communications)

Tools

CRM systems

Microsoft Office

Job description

Purpose of the Role:

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

• Lead Management & Customer Engagement
• 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 elevate 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
• Support continuous improvement initiatives

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