Customer Service Representative - Call Center

USANA Health Sciences; Malaysia; On-site; MYR 20,000 - 100,000; Full time

Job summary

USANA Health Sciences is seeking a Customer Service Representative in Malaysia to support Singapore-based Brand Partners. The role focuses on delivering exceptional customer service through inquiries, order processing, and customer relationship building, requiring strong communication skills in English and Mandarin.

Qualifications

• Minimum 2 years of customer service experience preferred.
• Superior communication skills in English and Mandarin.
• Ability to handle stressful situations appropriately.

Responsibilities

• Respond to customer inquiries and process orders.
• Provide exceptional customer service to Brand partners and customers.
• Build relationships and listen to customer feedback.

Skills

Verbal communication

Listening skills

Customer-oriented

Multitasking

Time management

Stress management

Education

Diploma

Tools

Order entry system

Job description

Who We Are Looking For

We are looking for a dynamic and service-oriented individual to join USANA as a Customer Service Representative, based in Malaysia. While the role is located in Malaysia, it is specifically dedicated to supporting our Singapore-based Brand Partners and customers through calls and emails. In this role, you will be responsible for delivering exceptional customer service that reflects and upholds USANA’s strong reputation. Your key responsibilities will include responding to customer inquiries and requests, processing orders and new applications, and resolving issues or concerns in a prompt and professional manner.

What You Will Do as a USANA Customer Representative

Responsibilities:

• Responding or making follow-up calls or emails to customers to learn about and address their needs, complaints, or other issues with products or business.
• Process orders, refunds, forms, and application; including proper documentation according to standard operating procedures.
• Responding efficiently and accurately to Brand partners or customers, explaining Company’s policies and procedures together with possible solutions, to help the customers feel supported and valued.
• Building relationship with Brand partners or customers and listening to their feedback or concerns to improve Brand partners and customer retention.
• Equipped with strong knowledge of products, Company’s mobile apps, and intranet to support Brand partners or customers and provide guidance if needed.
• Providing recommendations or upselling products or business solutions that may better suit Brand partners’ or customers’ needs.
• Identify and escalate issues to overseeing supervisor.
• Understanding and striving to meet or exceed call centre metrics while providing excellent, consistent customer service.
• Regularly updates job knowledge by studying new product descriptions and actively participate in training opportunities.

Working Hours:

Monday to Friday, 11:00 AM – 8:00 PM

Qualifications/Knowledge, Skills & Abilities Requirements:

• Diploma with minimum 2 years customer service experience preferred.
• Superior listening, verbal, and written communication skills in both English and Mandarin.
• Mandarin speaking candidates are encouraged to apply as job require dealing with Chinese speaking customers.
• Ability to handle stressful situation appropriately.
• Customer-oriented with professionalism.
• Strong multitasking, time management, and target achieving skills.
• Basic computer knowledge and working knowledge of order entry system.
• Will be based in USANA Malaysia office situated in Bangsar South, Kuala Lumpur.

About USANA

Since 1992, USANA has provided the world with the highest-quality products focused on nutritional supplements, skincare, and a healthy lifestyle. But our commitment to excellence goes far beyond our products. USANA is dedicated to share our vision of health by empowering a global family of incredible employees based in more than 20 different markets around the world.

Community is at our core. It is our commitment to always strive to be open-minded listeners, hold ourselves and others accountable, be respectful, and celebrate the strength that comes from collaboration. Through initiatives like our Diversity, Equity, and Inclusion Council, we create a company culture where all members of the USANA Family feel cared for, included, and valued.

USANA employees do more than work for our company––we embody the culture, and we live our company values: Excellence, Integrity, Health, and Community. We are committed to doing whatever it takes to ensure USANA’s direct-selling Associates are supplied with whatever they need to become successful.