Bilingual Client Experience & Operations Specialist

Job Description

Job Description

New U Life is seeking a professional, highly organized, and service-oriented Bilingual Client Experience & Operations Specialist to support customers, field leaders, VIP clients, executive leadership, and affiliated business operations from our Pleasant Hill office.

This role serves as an important point of contact for English- and Chinese-speaking stakeholders and combines high-touch client service with administrative and operational support. The ideal candidate is resourceful, discreet, technically capable, and comfortable managing multiple priorities in a fast-paced environment.

Professional fluency in English and Mandarin Chinese is required. Chinese reading and writing proficiency is preferred, and Cantonese is a plus.

Key ResponsibilitiesNew U Life Client & Field Support

• Provide responsive and professional support to New U Life customers, distributors, field leaders, and other business stakeholders in English and Mandarin Chinese.
• Assist with questions related to products, orders, accounts, enrollment, autoship, promotions, and company programs.
• Research customer and distributor concerns and take ownership of issues through resolution.
• Coordinate with internal teams when matters require additional support or escalation.
• Provide timely support to international field leaders and business partners as needed.

Account & Systems Support

• Navigate customer, order-management, CRM, distributor-support, and administrative systems.
• Review and update customer and distributor records.
• Complete authorized account, order, shipping, enrollment, and profile adjustments.
• Document communications, actions, approvals, and outcomes accurately.
• Maintain confidentiality and appropriate handling of customer and business information.

Life Balanced Wellness Client Support

• Support prospective and existing Life Balanced Wellness clients with scheduling and general administrative needs.
• Schedule, confirm, reschedule, and cancel appointments.
• Maintain accurate client profiles, appointment records, service notes, and follow-up information.
• Assist clients with nonclinical intake documents and general visit preparation.
• Coordinate follow-up appointments and client requests.
• Direct clinical or medical questions to appropriately licensed providers.
• Help ensure a professional and welcoming client experience before, during, and after each visit.

VIP & Executive Support

• Provide discreet, personalized service to designated VIP customers, field leaders, executives, and wellness clients.
• Coordinate appointments, product or service inquiries, internal resources, and follow-up activities.
• Track open requests and ensure timely resolution.
• Assist executive leadership with client-related follow-up, summaries, issue tracking, communications, and special projects.
• Exercise sound judgment and discretion when handling sensitive or high-profile matters.

Administrative & Operational Support

• Prepare summaries, reports, follow-up lists, and internal communications.
• Coordinate information across Operations, Customer Service, Sales, Compliance, Finance, IT, and wellness teams.
• Support client outreach, appointment reminders, special projects, and office activities.
• Maintain organized and accurate electronic records.
• Assist with administrative preparation for meetings, VIP visits, wellness activities, and other business needs.
• Identify workflow or service issues and recommend practical improvements.
• Take ownership of assigned responsibilities and follow them through to completion.

Required Qualifications

• Professional fluency in spoken English and Mandarin Chinese.
• Strong written and verbal communication skills in English.
• At least two years of experience in customer service, client care, concierge service, account support, healthcare administration, direct selling, hospitality, executive support, or a related field.
• Strong computer and systems aptitude.
• Ability to learn and work across multiple software platforms.
• Excellent organizational skills and attention to detail.
• Strong judgment and ability to recognize when escalation is appropriate.
• Professional discretion when handling confidential or sensitive information.
• Strong follow-through, reliability, and accountability.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to work collaboratively across departments and business functions.
• Must be able to work on-site in Pleasant Hill Monday through Friday, 8:00 a.m. to 5:00 p.m.

Preferred Qualifications

• Ability to read and write Simplified or Traditional Chinese.
• Cantonese proficiency.
• Experience in direct selling, network marketing, customer account support, or distributor support.
• Experience in a wellness center, medical office, med spa, healthcare practice, or other client-service environment.
• Experience supporting VIP, executive, luxury, or concierge clientele.
• Experience providing administrative support to senior executives.
• Familiarity with CRM, scheduling, order-management, ticketing, or electronic client-record systems.
• Experience supporting international clients, distributors, or business leaders.

What We’re Looking For

We are looking for someone who is professional, culturally aware, solution-oriented, and comfortable working with a wide range of customers, executives, field leaders, wellness clients, and internal teams.

The right person will be highly dependable, technically capable, discreet, organized, and able to take ownership of issues from initial request through final resolution.