SOCIAL MEDIA LEADS & CUSTOMER SUPPORT EXECUTIVE

Alkady Cars FZE is looking for an experienced Social Media Leads & Customer Support Executive to join our team in Dubai.

Location: Dubai, UAE

Workplace Type: On-site

Employment Type: Full-time

Salary: To be determined based on experience, skills, and qualifications

Job Summary

The successful candidate will be responsible for responding to enquiries generated through social media campaigns, understanding each customer’s requirements, following up professionally, qualifying potential customers, and transferring serious and sales-ready leads to the Sales Team.

Key Responsibilities

• Respond promptly and professionally to leads received through Instagram, Facebook, TikTok, WhatsApp, website forms, and other digital channels.
• Communicate with customers in both Arabic and English.
• Understand the customer’s exact requirements, budget, location, preferred product, purchasing timeline, and level of interest.
• Identify and qualify serious potential customers before transferring them to the Sales Team.
• Follow up consistently with customers who do not respond or are not yet ready to purchase.
• Maintain organised records of all enquiries, conversations, follow-ups, and lead statuses.
• Update customer information accurately in the company’s CRM system or lead-tracking sheets.
• Assign qualified leads to the appropriate salesperson and ensure that the handover is completed properly.
• Monitor transferred leads and coordinate with the Sales Team regarding progress and outcomes.
• Re-engage old leads and follow up on incomplete enquiries.
• Use approved company information, prices, and response templates when communicating with customers.
• Avoid providing incorrect information or making unauthorised commitments to customers.
• Handle customer questions, complaints, and initial concerns professionally and escalating serious matters to management.
• Prepare daily and weekly reports covering:
• Number of new leads received.
• Average response time.
• Number of customers contacted.
• Number of follow-ups completed.
• Number of qualified leads transferred to Sales.
• Number of appointments and completed sales generated from transferred leads.
• Reasons for lost or unqualified leads.
• Maintain strict confidentiality of customer information, company data, prices, and internal processes.

Requirements

• Minimum four years of relevant experience in customer service, lead qualification, telesales, call centre operations, inside sales, or social media enquiries.
• Fluent Arabic and English are mandatory, both written and spoken.
• Excellent communication, customer-handling, and follow-up skills.
• Proven ability to identify serious customers and qualify leads accurately.
• Experience handling a high volume of enquiries across multiple communication channels.
• Experience using CRM systems, WhatsApp Business, Microsoft Excel, or lead-management tools.
• Fast and accurate typing skills in both Arabic and English.
• Strong organisation, attention to detail, and ability to manage multiple conversations simultaneously.
• Ability to work under pressure and achieve daily and monthly performance targets.
• Professional attitude, patience, integrity, and strong problem-solving skills.
• Candidates must currently be based in the UAE.
• Immediate availability is an advantage.

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