Leads Service Executive

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 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
• 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