Front Office Lead Security Coordinator

The Front Office Lead cum Security Coordinator leads a team of two receptionists while overseeing comprehensive security operations, customer relations, and mailroom services for the office facility. This role combines team leadership with dual operational responsibilities, ensuring exceptional visitor experience, robust security protocols, and efficient mail and package management services.

Responsibilities

• Lead, supervise, and develop a team of two receptionists, providing daily guidance, performance coaching, and professional development opportunities.
• Create work schedules ensuring adequate front desk coverage during all business hours and coordinate staff coverage for breaks and absences.
• Conduct regular team meetings, performance reviews, and skills assessments to maintain high service standards.
• Foster a collaborative team environment focused on customer service excellence and continuous improvement.
• Oversee all customer-facing interactions ensuring professional, courteous, and efficient service for visitors, clients, and employees.
• Develop and implement customer service standards and protocols for consistent service delivery.
• Handle escalated customer service issues and complex visitor requests requiring senior attention.
• Monitor customer satisfaction through feedback collection and implement improvement initiatives based on client input and management direction.

Skills & Qualifications

• Diploma in Business Administration, Customer Service Management, Security Management, or related field.
• Minimum four to six years of experience in front office operations, customer service, or security coordination with at least two years in supervisory roles within Malaysian commercial office environments.
• Leadership and Management Experience
• Strong leadership capabilities with demonstrated experience supervising customer service teams in multicultural Malaysian workplace environments.
• Excellent coaching and development skills with ability to build high-performing reception teams.

Experience

• Minimum four to six years of experience in front office operations, customer service, or security coordination with at least two years in supervisory roles within Malaysian commercial office environments.
• Proven track record of managing reception teams and delivering exceptional customer service standards.

Education

• Diploma in Business Administration, Customer Service Management, Security Management, or related field.