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 ResponsibilitiesLead Management & Customer EngagementHandle inbound inquiries through calls, web-chat, email, and digital channelsConduct outbound calls to support sales generation and customer engagementQualify customer requirements and capture lead information accurately in CRMAction abandoned calls, voicemail inquiries, and IVR-generated leads within defined SLAsFollow up on customer requests, project inquiries, and lead nurturing activitiesCall Center & Digital Channel OperationsMaintain daily adherence to assigned shifts and call center schedulesManage phone, chat, and digital channels while meeting productivity targetsAchieve targeted outbound calls per shift and maintain quality within operational guidelinesMonitor queues and action assigned leads within established turnaround timesCustomer Service & Quality ExcellenceDeliver professional, accurate communication across all customer interactionsRespond to all incoming emails within established service standardsMaintain call and chat quality scores of 95% or higherResolve customer queries effectively and escalate complex issues appropriatelyCRM & ReportingAccurately update customer records, communications, and lead status in CRMMaintain data integrity and completeness of customer informationGenerate and maintain activity records and lead tracking updatesCompliance & Continuous ImprovementComply with customer service, sales, data protection, and HSE policiesAdhere to call center procedures, quality standards, and SLAsMaintain confidentiality of customer and business dataSupport continuous improvement initiativesQualificationBachelor's degree in Business Administration, Marketing, Communications, or related field (preferred)Experience3-5 years in Customer Service, Contact Centre Operations, Lead Management, Tele-sales, or Sales Support. Experience in real estate, hospitality, banking, or retail preferred.SkillsStrong verbal and written communication skills in English; Arabic advantageousExcellent customer service and interpersonal skillsStrong CRM and lead management capabilitiesAbility to manage multiple interactions simultaneouslyStrong attention to detail and data accuracyProblem-solving and conflict-resolution skillsProficiency in Microsoft Office and CRM systemsStrong organizational and time management skills