Arada | Lead Service Executive, Sharjah

About Arada

Role Purpose

Lead Management & Customer Engagement

• Handle inbound inquiries by phone, web chat, email, and digital channels; make outbound calls to support sales and customer engagement.
• Qualify customer requirements, capture lead information accurately in CRM, and action abandoned calls, voicemail, and IVR leads within defined SLAs.
• Follow up on customer requests, project inquiries, and lead-nurturing activities.

Call Centre & Digital Channel Operations

• Adhere to assigned shifts and call centre schedules; manage phone, chat, and digital channels while meeting productivity targets.
• Achieve targeted outbound calls per shift, monitor queues, and action assigned leads within established turnaround times.

Customer Service & Quality

• Communicate professionally and accurately, respond to incoming emails within service standards, and maintain call and chat quality scores of 95% or higher.
• Resolve customer queries effectively and escalate complex issues appropriately.

CRM, Compliance & Improvement

• Update customer records, communications, lead status, activity records, and lead tracking in CRM; maintain complete and accurate data.
• Comply with customer service, sales, data protection, HSE, call centre, quality, and SLA procedures; protect confidential customer and business data.
• Support continuous improvement initiatives.

Qualifications & Experience

• A Bachelor's degree in Business Administration, Marketing, Communications, or a related field is preferred.
• 2–3 years of experience in Customer Service, Contact Centre Operations, Lead Management, Tele-sales, or Sales Support.
• Hospitality, banking, or retail experience is preferred.

Skills

• Strong verbal and written communication in English and Arabic, with excellent customer service and interpersonal skills.
• Strong CRM and lead management capabilities; proficiency in Microsoft Office and CRM systems.
• Manage multiple interactions with attention to detail and data accuracy; demonstrate problem-solving, conflict-resolution, organization, and time management skills.

Application Process

• The employer asks candidates to complete assessments and interviews independently, without generative AI assistance.

Why Join Arada

• The employer describes opportunities to contribute to community-transforming projects and work in a culture valuing innovation, collaboration, and growth.
• Arada states it is committed to an inclusive workplace and merit-based employment decisions.