Who We Are Looking For
We are looking for a dynamic individual to join our team in the USANA Malaysia market as a Customer Representative. In this role, you will be responsible for providing outstanding customer experience that maintains the Company's positive reputation by responding to customer needs and requests, processing orders, processing new applications, and resolving customer problems and concerns. The Customer Service Representative (CSR) will be reporting to USANA Singapore and will be servicing the Singapore-based Distributors and customers.
What You Will Do as a USANA Customer Representative
Essential 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 applications; including proper documentation according to standard operating procedures.
Responding efficiently and accurately to Distributors or customers, explaining Company's policies and procedures together with possible solutions, to help customers feel supported and valued.
Building relationships with Distributors or customers and listening to their feedback or concerns to improve retention.
Equipped with strong knowledge of products, Company's mobile apps, and intranet to support Distributors or customers and provide guidance if needed.
Providing recommendations or upselling products or business solutions that may better suit Distributors' 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 participating in training opportunities.
Additional Responsibilities:
Maintain a high degree of confidentiality.
Understand and adhere to all policies and procedures, including the compensation plan.
Perform other duties or ad hoc projects as assigned or needed.
Background and Skills You Will Need
Diploma with a minimum of 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 the job requires dealing with Chinese speaking customers.
Ability to handle stressful situations appropriately.
Customer-oriented with professionalism.
Strong multitasking, time management, and target achieving skills.
Basic computer knowledge and working knowledge of order entry systems.
Will be based in USANA Malaysia office situated in Bangsar South, Kuala Lumpur.
Position is located in Malaysia.
About USANA
Since 1992, USANA has provided the world with the highest-quality products focused on nutritional supplements, skincare, and a healthy lifestyle. Our commitment to excellence goes far beyond our products. USANA is dedicated to sharing 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. We 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 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.#J-18808-Ljbffr