Customer Service Representative (Contract)
Description
Who We Are Looking For
We are looking for a dynamic talent to join USANA as Customer Service Representative under 9-Month Contract, tentatively from July 2026 until March 2027. The Customer Service Representative (CSR) is responsible for delivering an exceptional customer experience that reflects USANA’s standards and values. This role, based in the USANA Malaysia Office in Bangsar South, Kuala Lumpur, supports both Malaysia and Singapore-based customers and Brand Partners by addressing inquiries, processing orders and applications, resolving concerns, and providing guidance on USANA products and services. The CSR plays a key role in maintaining customer satisfaction and building strong relationships with our Brand Partners and customers.
What You Will Do as a USANA Customer Service Representative
Essential
- Respond promptly and professionally to customer and Brand Partner inquiries via phone, email, walk-in (will call’) customers, and other communication channels.
- Make follow-up calls or send emails to address needs, complaints, or issues related to products or business matters.
- Process orders, applications, and refund requests accurately, with appropriate documentation and in compliance with standard operating procedures.
- Provide clear explanations of USANA’s policies, procedures, and business guidelines to support customer and Brand Partner understanding and satisfaction.
- Build positive relationships by actively listening and responding to feedback to support retention efforts.
- Maintain strong knowledge of USANA products, mobile apps, and online platforms to effectively assist and provide technical guidance where necessary.
- Recommend suitable products or business solutions to meet the needs of customers and Brand Partners, including upselling where appropriate.
- Escalate unresolved or complex issues to the supervisor in a timely manner.
- Strive to meet or exceed customer service metrics and call center performance standards while ensuring a consistent, high-quality service experience.
- Stay current with product knowledge, company updates, and participate actively in training sessions.
Additional
- Uphold a high level of confidentiality and data protection.
- Comply with all company policies, procedures, and the Brand Partner compensation plan.
- Perform other duties or participate in ad hoc projects as required.
Qualifications/Knowledge, Skills & Abilities Requirements
- Diploma or equivalent with at least 2 years of customer service experience preferred.
- Excellent verbal and written communication skills in English and Mandarin.
- Mandarin-speaking candidates are required due to frequent interactions with Mandarin-speaking customers and Brand Partners.
- Strong interpersonal skills with a professional, customer-oriented mindset.
- Ability to manage stress and remain composed in high-pressure situations.
- Effective multitasking, time management, and target-oriented skills.
- Basic computer literacy and familiarity with order processing or CRM systems.
- Able to work independently with minimal supervision while remaining a strong team player, and consistently perform all essential duties safely, effectively, and efficiently.
- Strong customer service orientation and able to interact with a variety of customers from different backgrounds.
Position is located in Malaysia; Working hours Monday-Friday 11:00 a.m.--8:00 p.m. (On-Site); Alternate Saturday 10:00 am -- 2:00pm (WFH)
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 brand partners are supplied with whatever they need to become successful.