Mandarin-Speaking Customer Service Specialist

USANA Health Sciences; Sydney; On-site; AUD 52,000 - 70,000; Full time

Job summary

USANA Health Sciences in Sydney is seeking a Mandarin bilingual Customer Service Representative to deliver professional, accurate support to Brand Partners and customers across face-to-face, phone, email and digital channels. You will handle inquiries, process orders, and maintain records with a strong focus on privacy and accuracy.

The role requires prior customer service experience in a retail or service environment, fluent English and Mandarin, and the ability to manage multiple priorities

Qualifications

• Previous customer service experience in a retail, Business Centre, reception, contact centre or similar customer-facing environment.
• Strong verbal and written skills both in English and Mandarin.
• Experience handling customer complaints and escalations calmly and professionally.
• Strong attention to detail, particularly when processing orders, payments, account changes and customer information.
• Confidence using CRM, order-processing, POS and Microsoft 365 systems, with the ability to learn new technology quickly.
• Ability to manage competing priorities across face-to-face customers, telephone calls, emails and administrative tasks.
• Sound judgement and the ability to follow privacy, security, compliance and escalation procedures.
• Ability to work independently while contributing positively to Customer Service team.
• Availability to work rostered Business Centre hours, occasional Saturdays and company events where required.
• Ability to safely perform the physical requirements of the role, including standing and handling products or cartons, with reasonable adjustments where applicable.

Responsibilities

• Provide professional face-to-face service to Brand Partners, Customers and visitors at the Sydney Business Centre.
• Respond to customer enquiries through telephone, email, online, CRM and other approved service channels.
• Process orders, payments, returns, exchanges and other authorized transactions accurately and in accordance with company procedures.
• Support customer order collection and resolve collection, fulfilment or delivery enquiries in coordination with the relevant warehouse, 3PL or internal teams.
• Provide accurate information about products, promotions, account requirements, company policies and the compensation plan within the role's authorized scope.
• Maintain complete and accurate records of customer interactions, cases, transactions and follow-up actions in the approved systems.
• Take ownership of customer issues and elevate complaints, compliance concerns, payment issues or complex cases through the appropriate channels.
• Perform Business Centre opening and closing procedures, including POS/register reconciliation and secure cash or payment handling where applicable.
• Maintain a professional, safe and customer-ready Business Centre, reception and collection area.
• Receive and direct visitors, deliveries and general office enquiries appropriately.
• Assist with Business Centre stock, promotional materials and operational supplies, including monitoring, reconciliation and escalation of discrepancies where applicable.
• Provide Call Centre, email and administrative coverage during peak periods, staff leave, system transitions or other operational requirements.
• Work collaboratively with Customer Service, Finance, Market Develop, Marketing, IT, Distribution/3PL and other internal teams.
• Support Australian and New Zealand operations and participate in approved company events, projects, system testing and training as required.
• Protect customer information and comply with privacy, payment security, account verification, workplace safety and company procedures.

Skills

Mandarin

English

Customer service

CRM systems

Attention to detail

Communication skills

Problem escalation

Tools

CRM

POS

Microsoft 365

Order processing systems

Job description

USANA Health Sciences in Sydney is seeking a Mandarin bilingual Customer Service Representative to deliver professional, accurate support to Brand Partners and customers across face-to-face, phone, email and digital channels. You will handle inquiries, process orders, and maintain records with a strong focus on privacy and accuracy.

The role requires prior customer service experience in a retail or service environment, fluent English and Mandarin, and the ability to manage multiple priorities