Customer Care & Solutions Advocate

AIA; Devonport-Takapuna; On-site; NZD 48,000 - 70,000; Full time

Job summary

AIA in Auckland is hiring a Customer Service Representative to handle inquiries from customers and advisers, delivering clear, timely support and resolving issues end-to-end. You will work in a collaborative team, build relationships, and contribute to helping people live Healthier, Longer, Better Lives.

You'll develop insurance knowledge, use multiple systems, and identify opportunities to support business growth while upholding compliance and high service standards.

Qualifications

• Experience delivering high-quality customer service, ideally in a contact centre or customer-focused environment.
• Strong listening and communication skills to understand needs, explain information clearly, and build positive relationships.
• Attention to detail and commitment to quality and compliance.
• Resilience and adaptability to manage competing priorities or challenges.
• Confidence using technology and systems to manage enquiries.

Responsibilities

• Deliver outstanding service by resolving customer and adviser enquiries efficiently and creating positive end-to-end experiences.
• Build trust and loyalty through clear communication, accurate information, and responsive follow-through on requests.
• Identify opportunities to support business growth by recognising customer needs and connecting potential leads to the right teams.
• Make informed decisions within guidelines to achieve quality outcomes and timely resolutions.
• Collaborate with colleagues and internal teams to coordinate solutions and maintain a seamless customer experience.
• Contribute to continuous improvement by sharing ideas that enhance processes, efficiency, and service quality.

Job description

AIA in Auckland is hiring a Customer Service Representative to handle inquiries from customers and advisers, delivering clear, timely support and resolving issues end-to-end. You will work in a collaborative team, build relationships, and contribute to helping people live Healthier, Longer, Better Lives.

You'll develop insurance knowledge, use multiple systems, and identify opportunities to support business growth while upholding compliance and high service standards.