Hybrid CCA II-Comprehensive - (Mandarin Bilingual) (Ada, MI, United States, 49355) bei Amway

Department / Division: Amway North America (ANA) / Customer Service

Salary Range: $22.74/hour

Shift: 2nd Shift | 3:35 PM – 12:05 AM
Bilingual Requirement: Mandarin required

What we’re looking for:
We are looking for a Customer Service Representative (CCA II) who is passionate about supporting Amway Independent Business Owners (IBOs) and customers by resolving moderately complex Tier II inquiries across business, orders, products, and technology. The ideal candidate is flexible, solution-focused, and excited to help IBOs grow their businesses.

Day to day, you will be:
Assisting IBOs and customers via live chat, email, and phone

Responding to inquiries about business operations (e.g. promotions, PV/BV, bonuses, sponsorships)

Managing order support: tracking, replacements, backorders, Ditto orders

Providing detailed product information including warranties, usage, and availability

Troubleshooting tech issues: password resets, app/website support

Using tools like Zendesk, BOSS, ASM, and Backoffice

Delivering exceptional service while identifying opportunities to cross-sell and up-sell

Supporting business success with consultative service techniques

Required Qualifications:
Associate’s degree in Communications, Business, Sales, or equivalent experience

2 years of customer service experience (contact center preferred)

Bilingual fluency in Mandarin and English

Demonstrated ability to manage multiple systems and browser tools

Strong phone etiquette, written communication, and interpersonal skills

Knowledge of Amway’s business model, product line, and IBO network preferred

High attention to detail and ability to adapt in a fast-paced environment

Skills to be successful in the role:
Exceptional conflict resolution and problem-solving skills

Ability to multitask, prioritize, and deliver quality service

Familiarity with consultative selling and uncovering customer needs

Quick learner with the ability to absorb training through peer coaching

Strong documentation and decision-making abilities

Comfortable giving feedback to improve internal tools like Zendesk Guide

Embraces change and takes initiative in issue resolution

What’s special about this role:
In this role, you’ll be a part of a collaborative team united by one goal: making lives better. You’ll play a key role in directly supporting IBOs and customers, helping them resolve issues and succeed in their business journey. If you thrive in a people-centered, fast-paced, bilingual environment and want to be part of a purpose-driven team, this role is a perfect fit.