Customer Services Consultant - Southern Cross Pet Insurance

Southern Cross Health Insurance; Hamilton; On-site; CAD 42,000 - 68,000; Full time

Benefits offered by this job

Wellbeing benefits

Health insurance for you and family

Flexible time off

Job summary

Southern Cross Pet Insurance is seeking a Customer Service Consultant to join our team and support customers across pet insurance inquiries. You will help clients understand their coverage, assist with policy updates, and resolve issues with empathy and clarity.

You will respond via phone, email, and other channels, aiming for first-contact resolution while maintaining detailed records and complying with standards. A background in frontline service and a customer-first mindset is essential.

Qualifications

• Customer service experience in a contact centre, retail, hospitality, insurance or similar customer-facing environment.
• Excellent communication and listening skills.
• Strong problem-solving ability and sound judgement.
• Ability to manage multiple priorities in a fast-paced environment.
• Customer-focused mindset with empathy and resilience.

Responsibilities

• Respond to customer enquiries through phone, email and other contact channels.
• Deliver friendly, professional and empathetic customer service.
• Help customers understand their policy, cover and available options.
• Take ownership of customer enquiries and work towards first-contact resolution wherever possible.
• Listen to customer concerns and identify solutions that meet both customer and business needs.
• Support customer retention by understanding customer circumstances and exploring appropriate options.
• Manage complaints professionally and work towards fair, timely resolutions.
• Maintain accurate customer records and detailed notes.
• Meet service, quality and compliance standards.
• Identify and upscale risks, vulnerabilities or complex issues when required.
• Contribute customer insights and feedback that help improve products, processes and customer experiences.

Skills

Customer service

Communication

Problem solving

Multitasking

Empathy

Tools

Microsoft Office

CRM systems

Job description

About Us

Southern Cross Health Insurance is shaping a healthier Aotearoa New Zealand. Our purpose is simple: empowering our members to live well for longer. We're here to give peace of mind through timely access to quality care, inspire healthier living, and lead positive change across the health system. As a New Zealand-owned, member-based organisation, we're building a future where wellbeing is at the heart of everything we do -- delivering exceptional value for our members and creating an environment where our people thrive. Now is an exciting time to join us. You'll be part of a high-performing, values-driven team where people are at the heart of everything we do -- and in return for your talent, you'll have the opportunity to grow, make an impact, and be proud of the difference your work makes.

About The Role

Protect the pet life. Support the people who love them. At Southern Cross Pet Insurance, we're passionate about helping Kiwi pet parents protect the lives of their beloved cats and dogs. Every day, we support customers through the unexpected, from playful pups with boundless energy to curious cats with a talent for finding trouble. Our purpose is simple: Protect the Pet Life. We're looking for a Customer Service Consultant to join our Pet Insurance team and help deliver exceptional experiences to our customers when they need us most. If you love helping people, enjoy solving problems and thrive in a fast-paced environment where every conversation makes a difference, this could be the opportunity for you. As a Customer Service Consultant, you'll be one of the key voices of Southern Cross Pet Insurance. You'll support customers across a wide range of enquiries, helping them understand their cover, manage their policies, navigate unexpected situations and find the right solutions for their needs. This is a role for someone who genuinely enjoys helping people. You'll listen carefully, ask thoughtful questions and work collaboratively with customers to achieve the best possible outcome. No two conversations are the same. One moment you'll be helping a customer update their policy. The next, you'll be resolving a complex enquiry, supporting a customer through a complaint or finding a solution that helps them maintain the protection they have for their pet.

What You’ll Be Doing

• Respond to customer enquiries through phone, email and other contact channels.
• Deliver friendly, professional and empathetic customer service.
• Help customers understand their policy, cover and available options.
• Take ownership of customer enquiries and work towards first-contact resolution wherever possible.
• Listen to customer concerns and identify solutions that meet both customer and business needs.
• Support customer retention by understanding customer circumstances and exploring appropriate options.
• Manage complaints professionally and work towards fair, timely resolutions.
• Maintain accurate customer records and detailed notes.
• Meet service, quality and compliance standards.
• Identify and upscale risks, vulnerabilities or complex issues when required.
• Contribute customer insights and feedback that help improve products, processes and customer experiences.

About You

You enjoy talking with people and find satisfaction in helping customers solve problems.

You’ll Ideally Bring:

• Customer service experience in a contact centre, retail, hospitality, insurance or similar customer-facing environment.
• Excellent communication and listening skills.
• Strong problem-solving ability and sound judgement.
• The ability to manage multiple priorities in a fast-paced environment.
• A customer-focused mindset with empathy and resilience.
• Confidence handling difficult conversations and customer complaints.
• Strong attention to detail and accuracy.
• Experience using Microsoft Office applications and customer management systems.
• A willingness to learn new products, systems and regulations.
• A positive attitude and team-focused approach.

Insurance experience is helpful, but most importantly we're looking for people who care about customers, enjoy learning and want to make a difference.

Why Southern Cross Pet Insurance?

Because culture matters. At Southern Cross, our values aren't something we talk about once a year. They're part of who we are and how we work together every day.

Ngākau nui – always there

Āhurutanga – always real

Tikanga – always true

We're proud of our supportive, inclusive and genuinely caring culture. We celebrate success, help each other through challenges and believe great customer outcomes start with great employee experiences.

You’ll join a team that works hard, supports one another and understands that a customer's experience with us can make a real difference during stressful moments.

After all, protecting the pet life isn't just what we do. It's what we're passionate about.

What's in it for you?

We know our people are our greatest asset, which is why we invest in wellbeing, flexibility and development.

• Five days of wellbeing leave each year
• Southern Cross health insurance for you and your immediate whānau
• Life insurance cover
• Discounts on pet and travel insurance
• Enhanced parental leave benefits
• Financial wellbeing support
• Access to wellbeing programmes and resources
• One paid volunteer day each year
• The ability to purchase additional flexi leave
• Ongoing learning and development opportunities

Ready to join us?

If you're passionate about helping customers, solving problems and making a positive difference every day, we'd love to hear from you.

Bring your empathy. Bring your curiosity. Bring your commitment to great customer outcomes.

We are proud to have taken the Pride Pledge, reflecting our commitment to inclusion and belonging. We also facilitate an active, employee‑led Diversity, Equity and Inclusion Forum, which includes our Rainbow Network, Māori Network, Pasifika Collective, and Neurodiversity and Whānau Support networks.