Workplace Experience Coordinator

LATHAM & WATKINS LLP; Singapore; On-site; SGD 40,000 - 50,000; Full time

Job summary

An international law firm in Singapore is looking for a WE Coordinator to enhance customer engagement and manage workspace operations. This role requires strong organizational skills and a proactive approach to providing high-quality support. Candidates should possess a high school diploma and ideally have two years of experience in hospitality or customer service. The successful applicant will work in a dynamic environment, ensuring a welcoming experience for clients and visitors through excellent service and efficient workspace management.

Qualifications

• Two years of hospitality or customer service management experience desired.
• Ability to work a flexible schedule, including evenings and weekends.
• Experience in handling confidential information with discretion.

Responsibilities

• Provide best-in-class customer engagement and service.
• Ensure workspace is presentable and equipped to client specifications.
• Assist with meeting coordination and visitor management.

Skills

Customer service

Organizational skills

Problem-solving

Technology proficiency

Excellent English communication

Education

High School Diploma or equivalent

Job description

General Summary:

Workplace Experience (WE) integrates people, space and technology to provide a consistent, welcoming and productive experience globally, 24/7. WE manages safe and agile workspaces that combine professional with personal. WE embraces technology to enable seamless connectivity and productivity. The WE Coordinator (“Coordinator”) is a key member our team, serving as the first point of contact for clients and visitors. This multitasking role will be responsible for setting the stage for a positive and productive stay and utilizing a customer interaction system to provide high-quality, knowledgeable and consultative customer service and administrative support. You will collaborate with attorneys and Business Services teams to ensure a first-class customer experience. As a self-starter, the Coordinator promotes initiatives and embodies behaviors aligned with departmental goals, remaining attuned to client needs to develop and implement effective solutions.

Essential Duties and Responsibilities

“Essential duties” are those that an individual must be able to perform with or without reasonable accommodation.

1. Provide best-in-class customer engagement and experience with timeliness, accuracy, and seamless service, demonstrating sound judgement and problem-solving acumen.

• Offer warm welcome to all customers (clients, visitors and residents) and escort them to their destinations.
• Anticipate and address customer needs through meticulous preparation and organization; build and maintain client profiles to tailor support.
• Establish rapport and genuine connections with clients to deliver personalized experiences.
• Manage Guest Services (WE) and relevant inbox communications, in collaboration with WE 24/7 team, ensuring prompt, one-stop resolution service to customers.
• Execute the food and beverage experience for the office and conference center, including menu planning, presentation and breakdown, engaging with requisite stakeholders as required.
• Serve as a trusted advisor; anticipate and deliver real‑time support to customers.

2. Ensure the office environment (workspaces, conference rooms, and collaboration spaces) is presentable, equipped, and configured to customer specifications, ready for use.

• Provide first‑line lite technology assistance, ensuring all equipment is functional and prepared in advance.
• Conference room audiovisual equipment: videoconference systems, microphones, etc.; capably operate equipment to satisfy standard client setups – e.g. Zoom / Teams calls, presentations, etc.
• Workspace technology: docking notebooks, connecting peripherals, syncing office phone, etc.
• Conduct floor walk‑throughs/inspections to ensure space, services, and systems are operating properly and are ready for current and future occupants.
• Maintain visual awareness of the cleanliness and readiness of workspace, equipment, and other fixtures, furniture and finishes, report items requiring attention, as necessary.
• Coordinate inventory and maintenance of catering equipment, supplies, and conference furnishings; make recommendations for repair, replacement, and/or upgrades as needed.

3. Deliver daily support to ensure a positive and productive working environment.

• Assist in the print mail center as needed.
• Serve as an Ergonomic Specialist (with training) to provide evaluations and recommend adjustments upon request to support the firm’s global health and well‑being initiative.
• Contribute administratively through but not limited to, meeting coordination (scheduling, logistics & set up), visitor management, expense processing, and facilities/ resource management.
• Review and process vendor invoices, assigning appropriate billing codes.
• Thoroughly prepare for the day in advance and simultaneously, in a highly adept manner, prioritize multiple deadlines while delivering outstanding support.
• Address client concerns or unmet needs promptly.

• Coordinate and communicate needs to necessary teams.

• Review visitor and hoteler arrival lists to prepare welcome.

• Offer assistance with myriad tasks to ensure seamless customer experience (e.g. dining requests, taxi requests, print requests, etc.).

• Stay abreast of key stakeholders.

• Liaise with property management, building services, and on‑site vendors, communicate progress to appropriate department manager/supervisor.

• Provide new hire orientation as required.

• Proactively provide safety and emergency response information to customers, and serve as a floor fire warden in the event of an emergency.

• Perform other duties and assist with special projects as required.

• 4. Adhere to globally standardized service level agreements, practices, and protocols.

• Execute in‑person client support processes using WE technology tools such as ServiceNow, EMS, LW Go, Envoy etc.
• Evaluate and implement innovative strategies to streamline and enhance service delivery to maximize the Workplace Experience.
• Perform quality assurance checks on requests before delivery to customers.
• Maintain database integrity and support data entry for reports and digital tools associated with service delivery, as needed.
• Promote effective work practices, teamwork, and respect for co‑workers.

Education

• High School Diploma or equivalent required

Work Experience

• Two (2) years of hospitality or customer service management experience desired

Additional Requirements

• Adept at utilizing & navigating various technology platforms and applications
• Organizational skills needed to manage time well, prioritize effectively and handle multiple deadlines
• Ability to work a flexible schedule; evenings and occasional weekend shifts will be required
• Handle confidential and sensitive information with the appropriate discretion
• Excellent English skills (written & verbal). Knowledge of foreign languages/ customs a plus
• Knowledge of health and safety standards and regulations a plus

Physical Demands

• Deliver and set up office supplies and equipment.
• Extensive time using a computer including use of a PC keyboard and mouse or similar data input devices are required.
• Ability to frequently move throughout office by walking or through other means of mobility.
• Ability to reach, bend, lift and push/pull approx. 15 lbs.

Working Conditions

All Latham & Watkins positions are in a typical indoor office environment but may require the occasional outdoor event/program.

The statements contained in this position description are not necessarily all-inclusive; additional duties may be assigned, and requirements may vary from time to time, and from location to location.