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 to provide outstanding customer experience that maintains the Companys positive reputation to Customers by responding to their needs and requests, processing orders, processing new applications, resolving customers 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
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 Distributors or customers, explaining Companys policies and procedures together with possible solutions, to help the customers feel supported and valued.
Building relationship with Distributors or customers and listening to their feedbacks or concerns to improve Distributors and customer retention.
Equipped with strong knowledge of products, Companys 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 participate in training opportunities.
Additional
Maintain high degree of confidentiality.
Understand and adhere to all policies and procedures, compensation plan
Perform other duties or ad hoc projects as assigned or needed.
Background and Skills You Will Need
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.
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. 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 companywe embody the culture, and we live our company values: Excellence, Integrity, Health, and Community. We are committed to doing whatever it takes to ensure USANAs direct-selling Associates are supplied with whatever they need to become successful.
