Job Description

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Who We Are Looking For

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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 skilled, 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.

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

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Essential

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- Provide skilled face-to-face service to Brand Partners, Customers and visitors at the Sydney Business Centre.
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- Respond to customer enquiries through telephone, email, online, CRM and other approved service channels.
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- Process orders, payments, returns, exchanges and other authorized transactions accurately and in accordance with company procedures.
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- Support customer order collection and resolve collection, fulfilment or delivery enquiries in coordination with the relevant warehouse, 3PL or internal teams.
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- Provide accurate information about products, promotions, account requirements, company policies and the compensation plan within the role's authorized scope.
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- Maintain complete and accurate records of customer interactions, cases, transactions and follow-up actions in the approved systems.
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- Take ownership of customer issues and escalate complaints, compliance concerns, payment issues or complex cases through the appropriate channels.
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- Perform Business Centre opening and closing procedures, including POS/register reconciliation and secure cash or payment handling where applicable.
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- Maintain a professional,



safe and customer-ready Business Centre, reception and collection area.
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- Receive and direct visitors, deliveries and general office enquiries appropriately.
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- Assist with Business Centre stock, promotional materials and operational supplies, including monitoring, reconciliation and escalation of discrepancies where applicable.
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- Provide Call Centre, email and administrative coverage during peak periods, staff leave, system transitions or other operational requirements.
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- Work collaboratively with Customer Service, Finance, Market Develop , Marketing, IT, Distribution/3PL and other internal teams.
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- Support Australian and New Zealand operations and participate in approved company events, projects, system testing and training as required.
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- Protect customer information and comply with privacy, payment security, account verification, workplace safety and company procedures.
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Additional

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- Travel domestically and internationally on weekends and nights as required at USANA/Associate events.
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- Performs other duties or ad hoc projects as assigned or needed.
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Background and Skills You Will Need

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

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About USANA

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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.

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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.

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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.

📌 Customer Service Representative (Mandarin bi-lingual) (New South Wales)
🏢 USANA Health Sciences
📍 New South Wales