Arada | Lead Service Executive, Sharjah
AradaAbout 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 escalate complex issues appropriately
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
Using GenAI in Your Application Process
To support a fair and consistent experience for all candidates, we ask that assessments and interviews are completed independently and without assistance from generative AI tools. This ensures we understand your strengths, your thinking, and how you approach real situations.
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.
