Arada | Lead Service Executive, Sharjah
Role Overview
Manage inbound and outbound customer interactions across phone, email, web chat, digital channels, and CRM.
Ensure timely lead engagement, strong customer experience, and adherence to operational KPIs and service standards.
Key Skills for This Role
Full Job Posting
Role purpose
Manage inbound and outbound customer interactions across phone, email, web chat, digital channels, and CRM.
Ensure timely lead engagement, strong customer experience, and adherence to operational KPIs and service standards.
Lead management and 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 accurately capture lead information in CRM.
- Action abandoned calls, voicemail inquiries, and IVR-generated leads within defined service levels.
- Follow up on customer requests, project inquiries, and lead-nurturing activities.
Channel operations and customer service
- Adhere to assigned shifts and call-centre schedules; manage channels while meeting productivity targets.
- Monitor queues and action assigned leads within established turnaround times.
- Communicate professionally and accurately, respond to incoming emails within service standards, and maintain call and chat quality scores of at least 95%.
- Resolve queries effectively and escalate complex issues appropriately.
CRM, compliance, and improvement
- Maintain accurate customer records, communications, lead status, activity records, and lead-tracking updates in CRM.
- Maintain the integrity and completeness of customer information.
- Comply with customer service, sales, data protection, and HSE policies; follow call-centre procedures, quality standards, and service levels.
- Maintain confidentiality of customer and business data and support continuous improvement initiatives.
Qualifications and experience
- A bachelor's degree in Business Administration, Marketing, Communications, or a related field is preferred.
- Requires 2–3 years of experience in customer service, contact-centre operations, lead management, telesales, or sales support.
- Experience in hospitality, banking, or retail is preferred.
Skills
- Strong verbal and written communication in English and Arabic.
- Customer-service, interpersonal, CRM, and lead-management capabilities.
- Ability to manage multiple interactions simultaneously, with attention to detail and data accuracy.
- Problem-solving, conflict resolution, organization, and time management.
- Proficiency with Microsoft Office and CRM systems.
About Arada
Arada develops communities focused on healthier, happier, and more meaningful lives, with an emphasis on customer experience and sustainability.
The company describes its team culture as collaborative, ambitious, and forward-thinking.
Application process
- Candidates are asked to complete assessments and interviews independently, without generative AI assistance.
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