Front Desk & Client Experience Executive

The Front Desk & Client Experience Executive is the first point of contact for clients, athletes, parents, visitors and partners at Invictus Performance Lab.

The role is responsible for ensuring a professional and welcoming front-desk experience while supporting the day-to-day coordination of client appointments, enquiries, billing, payments and internal communication. The individual will work closely with the Physiotherapy, Strength & Conditioning, Sports Science, Finance and Operations teams to ensure that client information is accurate, queries are resolved promptly and the facility operates smoothly.

Roles and Responsibilities

Client Experience and Front-Desk Management

- Welcome clients, athletes, parents and visitors and assist them with their requirements.
- Maintain a professional, organised and welcoming reception area.
- Understand Invictus services sufficiently to answer basic enquiries and guide clients to the appropriate team member.
- Respond to client enquiries received through phone calls, WhatsApp, email and in person.
- Resolve routine client questions and escalate clinical, training or service-related concerns to the appropriate team.
- Communicate relevant updates regarding appointments, assessments, services, payments and facility operations.
- Maintain discretion and confidentiality when handling personal, medical and financial information.

Appointment and Schedule Coordination

- Schedule, confirm, reschedule and cancel assessments, consultations and training or rehabilitation appointments.
- Coordinate with coaches, physiotherapists, sports scientists and other team members to confirm availability.
- Send appointment confirmations and reminders to clients.
- Monitor the daily schedule and communicate delays, cancellations or changes promptly.




- Follow up with clients who miss appointments or need to schedule their next session.
- Ensure that new clients complete the required registration, consent and intake documentation.

Billing, Invoicing and Payment Follow-Up

- Prepare and raise invoices accurately and on time.
- Share invoices, receipts, payment links and account statements with clients.
- Follow up professionally on pending and overdue payments.
- Record payments and update client payment status in the relevant systems.
- Reconcile daily collections across cash, card, UPI and bank transfers.
- Coordinate with the Finance team to resolve billing discrepancies, payment concerns and refund requests.
- Maintain accurate records of packages purchased, sessions used, outstanding balances and package validity.
- Flag packages that are nearing completion or expiry to the relevant team.

Client Information and Records

- Create and maintain accurate client profiles in the company’s systems.
- Update contact details, service information, package details, appointment history and payment records.
- Collect and organise relevant client documentation, reports and forms.
- Ensure that information received at the front desk is communicated to the appropriate department.
- Maintain confidentiality and follow Invictus protocols for handling client data.
- Support the team in keeping client records complete, current and easy to access.

Internal Coordination

- Act as the communication link between clients and the Invictus service teams.




- Inform relevant team members when clients arrive or require assistance.
- Communicate new enquiries, schedule changes, payment updates and client concerns to the appropriate team.
- Support smooth client handovers between Sports Science, Physiotherapy, Strength & Conditioning and other departments.
- Escalate complaints, service issues or unusual incidents to the Operations Manager.
- Participate in daily operational updates and maintain explicit shift-handover notes.

Enquiry and Lead Support

- Record all incoming enquiries accurately.
- Collect basic information about the prospective client’s goals and requirements.
- Direct enquiries to the appropriate assessment, service or team member.
- Follow up on enquiries as instructed and maintain their current status.
- Support facility tours and explain the client journey at Invictus.
- Ensure no enquiry is left unattended or unresolved.

Facility and Administrative Support

- Monitor reception supplies and coordinate replenishment when required.
- Receive deliveries, correspondence and packages and direct them appropriately.
- Support access control and maintain visitor records.
- Coordinate with housekeeping, maintenance and operations teams to report facility issues.
- Assist with basic administrative documentation, reports and data entry.
- Prepare daily or weekly summaries of appointments, enquiries, collections, outstanding payments and front-desk issues.
- Support Invictus events, assessments, workshops, camps and institutional visits when required.
- Perform other reasonable front-office and administrative responsibilities necessary for the smooth functioning of the facility.

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits:

- Provident Fund

Work Location: In person

📌 Front Desk Receptionist (India)
🏢 Invictus Prime
📍 India