Team Leader – CX Front End

Job Purpose

To lead and supervise all front-facing client experience operations, including front desk, walk-ins, lobby coordination, and in-person service delivery. The role ensures seamless, efficient, and professional client handling in line with brand standards, while also managing corporate ambassadors, maintaining a 24/7 operational presence, monitoring KPIs, and minimizing wait times. The Team Leader – Front End plays a critical role in delivering a hospitality-grade experience and managing client sentiment through surveys, reviews, and direct escalations.

Job Responsibilities

  • Supervise front desk operations and ensure professional client service

  • Manage team schedules to ensure 24/7 front-office coverage

  • Oversee client flow, appointments, and VIP handling

  • Coordinate with backend teams for seamless service

  • Resolve client issues and escalate when needed

  • Maintain front desk standards and overall ambiance

  • Track KPIs and drive client feedback collection

  • Conduct service quality checks and ensure SOP compliance

  • Guide and coach front desk staff on service standards

  • Support onboarding and lead client-facing initiatives

  • Collaborate across teams to align service workflows

  • Prepare reports and perform additional tasks as needed

Qualification / Experience Required

  • Bachelor’s degree in Business Administration, Hospitality, or Customer Experience

  • Professional certifications in customer service or hospitality management are a plus

  • Minimum 3–4 years of experience in a front office or client experience environment

  • At least 1–2 years in a supervisory or team leader role, preferably in hospitality or corporate services

  • Proficient in CRM, front desk ticketing, and visitor management systems

  • Familiarity with scheduling and shift management tools

  • Proficient in MS Office

  • Experience with survey tools like Google Forms or SurveyMonkey and online review tracking

  • Client-centric and service-oriented mindset

  • High attention to detail in personal and team presentation

  • Strong leadership and motivational skills

  • Empathy, diplomacy, and active listening

  • Effective verbal and written communication

  • Composed and professional in handling complaints and escalations

  • Proactive in managing client flow and reducing delays

  • Able to work under pressure and adapt to changing schedules

  • Fluent in English

  • Knowledge of a second language is desirable

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