Customer Experience Advocate - Insurance Support

AIA; Devonport-Takapuna; On-site; NZD 45,000 - 60,000; Full time

Job summary

AIA Shared Services is seeking a Customer Service Representative to help customers and advisers have a seamless experience. You’ll own enquiries from first contact to resolution, providing clear information, practical solutions and genuine care across phone and written channels.

Join a collaborative team and grow your knowledge of insurance and customer service while developing problem-solving skills and contributing to a culture of high-quality service.

Qualifications

• Experience delivering outstanding customer service and building positive relationships with a diverse range of customers and stakeholders.
• Strong listening skills and communicate clearly, professionally, and accurately across phone and written channels.
• Thoughtful approach to problem solving and sound decisions within established guidelines.

Responsibilities

• Take ownership of enquiries from first contact through to resolution.
• Provide clear information and practical solutions that support confident decision making.
• Collaborate with colleagues across the business to resolve enquiries and ensure a seamless customer experience.
• Identify opportunities to support business growth by recognising customer needs and linking leads to the right teams.
• Contribute ideas to improve processes, increase efficiency, and maintain quality outcomes for customers and advisers.

Skills

Customer service

Communication

Problem solving

Resilience

Attention to detail

Multichannel support

Job description

AIA Shared Services is seeking a Customer Service Representative to help customers and advisers have a seamless experience. You’ll own enquiries from first contact to resolution, providing clear information, practical solutions and genuine care across phone and written channels.

Join a collaborative team and grow your knowledge of insurance and customer service while developing problem-solving skills and contributing to a culture of high-quality service.