Customer Service Representative (Contract)

• 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.