Customer Experience Specialist (6-Month Contract)

AIA Services New Zealand Limited; Devonport-Takapuna; On-site; NZD 42,000 - 54,000; Full time

Job summary

AIA in New Zealand is seeking a Customer Service Representative for a 6-month fixed-term opportunity. You will be a trusted point of contact for customers and advisers, guiding them through enquiries with clear information, practical solutions, and a seamless service from first contact to resolution.

In this role you will collaborate across the business, build strong relationships, and represent the AIA brand with professionalism and care.

Qualifications

• Experience delivering exceptional customer service, ideally in a contact centre, financial services, or similar environment.
• Strong communication skills and active listening to understand needs, build rapport, and provide clear information.
• Keen eye for detail and ability to produce accurate work while multitasking.
• Sound judgement and problem-solving skills, helping customers and advisers reach effective outcomes.
• Resilience and adaptability in a fast-paced environment.
• Awareness of insurance, banking, or related financial products, with confidence using technology and customer service systems.

Responsibilities

• Deliver outstanding service by taking ownership of customer and adviser inquiries and seeing them through to resolution.
• Build strong relationships that increase customer confidence, satisfaction, and long-term loyalty.
• Communicate accurate information and process requests efficiently to create a seamless customer experience.
• Identify opportunities to support business growth by recognising customer needs and connecting potential leads to the right teams.
• Collaborate with colleagues across the business to resolve queries quickly and achieve positive outcomes.
• Improve team effectiveness by sharing insights and suggesting practical process enhancements that maintain quality and compliance.

Skills

Customer service

Communication

Attention to detail

Problem solving

Resilience

Adaptability

Financial products awareness

Tools

CRM systems

Customer service software

Job description

AIA in New Zealand is seeking a Customer Service Representative for a 6-month fixed-term opportunity. You will be a trusted point of contact for customers and advisers, guiding them through enquiries with clear information, practical solutions, and a seamless service from first contact to resolution.

In this role you will collaborate across the business, build strong relationships, and represent the AIA brand with professionalism and care.