Job Description

Who We Are Looking For

We are looking for a customer-focused and proactive individual to join our Customer Service team as a Customer Service Representative (Mandarin bi-lingual). In this role, you will be responsible for delivering professional, accurate, and timely support to USANA Brand Partners and Customers across face-to-face interactions, telephone, email, and approved digital service channels. You will play an important role in creating a positive customer experience by providing high-quality service, responding to enquiries efficiently, and ensuring each interaction reflects USANA's commitment to exceptional customer care.

What You Will Do as a Customer Service Representative (Mandarin bi-lingual)

Essential

• Provide professional face-to-face service to Brand Partners, Customers and visitors at the Sydney Business Centre.
• Respond to customer enquiries through telephone, email, online, CRM and other approved service channels.
• Process orders, payments, returns, exchanges and other authorized transactions accurately and in accordance with company procedures.
• Support customer order collection and resolve collection, fulfilment or delivery enquiries in coordination with the relevant warehouse, 3PL or internal teams.
• Provide accurate information about products, promotions, account requirements, company policies and the compensation plan within the role’s authorized scope.
• Maintain complete and accurate records of customer interactions, cases, transactions and follow-up actions in the approved systems.
• Take ownership of customer issues and escalate complaints, compliance concerns, payment issues or complex cases through the appropriate channels.
• Perform Business Centre opening and closing procedures, including POS/register reconciliation and secure cash or payment handling where applicable.
• Maintain a professional, safe and customer-ready Business Centre, reception and collection area.
• Receive and direct visitors, deliveries and general office enquiries appropriately.
• Assist with Business Centre stock, promotional materials and operational supplies, including monitoring, reconciliation and escalation of discrepancies where applicable.
• Provide Call Centre, email and administrative coverage during peak periods, staff leave, system transitions or other operational requirements.
• Work collaboratively with Customer Service, Finance, Market Develop, Marketing, IT, Distribution/3PL and other internal teams.
• Support Australian and New Zealand operations and participate in approved company events, projects, system testing and training as required.
• Protect customer information and comply with privacy, payment security, account verification, workplace safety and company procedures.

Additional

• Travel domestically and internationally on weekends and nights as required at USANA/Associate events.
• Performs other duties or ad hoc projects as assigned or needed.

Background and Skills You Will Need

• Previous customer service experience in a retail, Business Centre, reception, contact centre or similar customer-facing environment.
• Strong verbal and written skills both in English and Mandarin.
• Experience handling customer complaints and escalations calmly and professionally.
• Strong attention to detail, particularly when processing orders, payments, account changes and customer information.
• Confidence using CRM, order-processing, POS and Microsoft 365 systems, with the ability to learn new technology quickly.
• Ability to manage competing priorities across face-to-face customers, telephone calls, emails and administrative tasks.
• Sound judgement and the ability to follow privacy, security, compliance and escalation procedures.
• Ability to work independently while contributing positively to Customer Service team.
• Availability to work rostered Business Centre hours, occasional Saturdays and company events where required.
• Ability to safely perform the physical requirements of the role, including standing and handling products or cartons, with reasonable adjustments where applicable.

Position is located in Australia

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 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 Associates are supplied with whatever they need to become successful.