Customer Service Representative – Call Centre Support (Calls & Emails)

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 dedicated to supporting Brand Partners and customers primarily through calls and emails. Depending on team assignment and rotation, you may be required to handle customer service for either the Malaysia or Singapore market. In this role, you will be responsible for delivering exceptional service that reflects and upholds USANA’s strong reputation. Key responsibilities 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
Alternate Saturdays, 10:00 AM – 2:00 PM (on a rotational basis)

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 Mandarin speaking customers and brand partners.

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.