Customer Experience Associate (6‑Month Fixed Term)

aia; Auckland; On-site; NZD 46,000 - 58,000; Full time

Job summary

AIA in Auckland, New Zealand is seeking a customer service professional to deliver outstanding experiences across phone, email, face-to-face, and written channels, building lasting relationships. You will resolve enquiries, identify needs beyond the request, collaborate with colleagues, and contribute to operational excellence while upholding regulatory standards and a customer-first mindset.

Join a team that values curiosity, collaboration, and a commitment to helping customers live healthier

Qualifications

• Experience delivering excellent customer service and building positive relationships with a diverse range of customers and stakeholders.
• Strong communication skills and the ability to explain information clearly, accurately, and confidently.
• Proactive approach to problem solving and ownership of tasks to deliver quality outcomes.
• Collaborative mindset and ability to work as part of a team to achieve shared goals and customer success.
• Strong attention to detail and ability to manage priorities while maintaining high service standards.
• Experience in a contact centre, financial services, insurance, or similarly regulated customer-focused environment is a plus.

Responsibilities

• Deliver outstanding customer experiences across phone, email, face-to-face, and written channels, creating positive and lasting customer relationships.
• Resolve customer enquiries accurately and efficiently while taking ownership from initial contact to resolution.
• Identify customer needs beyond the immediate request and uncover opportunities to support retention and future growth.
• Collaborate with colleagues and stakeholders to provide seamless service and enhance team performance.
• Contribute to operational excellence by achieving quality, turnaround time, and customer experience targets.
• Support continuous improvement by maintaining and enhancing processes, procedures, and knowledge resources.

Skills

Customer service

Communication

Problem solving

Teamwork

Attention to detail

Regulatory environment experience

Job description

AIA in Auckland, New Zealand is seeking a customer service professional to deliver outstanding experiences across phone, email, face-to-face, and written channels, building lasting relationships. You will resolve enquiries, identify needs beyond the request, collaborate with colleagues, and contribute to operational excellence while upholding regulatory standards and a customer-first mindset.

Join a team that values curiosity, collaboration, and a commitment to helping customers live healthier