Customer Service Representative - Call Center

Customer Service Representative - Call Center

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 :

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.

USANA is an equal opportunities employer and welcomes applications from all qualified candidates. We are committed to creating a diverse and inclusive workplace and encourage applications from all sections of the community.

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