Customer Experience Specialist - Flexible Hours

Aotearoa New Zealand Association of Social Workers; Devonport-Takapuna; Hybrid; NZD 42,000 - 68,000; Full time

Job summary

AIA Group in New Zealand is seeking a Customer Service Representative to deliver outstanding support to customers and advisers, handling enquiries from first contact through to resolution with clarity and accuracy. In a collaborative, flexible team, you will build trusted relationships, follow through on requests, and use technology to process information while upholding quality and compliance.

Learn and grow within a purpose-driven insurer.

Qualifications

• Experience delivering high-quality customer service, ideally in a contact centre or customer-focused environment.
• Strong listening and communication skills that help you understand needs, explain information clearly, and build positive relationships.
• Keen eye for detail and pride in completing tasks accurately while maintaining quality and compliance.
• Resilience and adaptability, staying focused and solution-oriented when managing competing priorities or challenges.
• Confidence using technology and systems to manage enquiries, process requests, and support customer outcomes.
• Awareness of insurance, banking, or financial services products, helping you build knowledge from day one.

Responsibilities

• Resolve customer and adviser enquiries efficiently and create positive end-to-end experiences.
• Build trust and loyalty through clear communication, accurate information, and responsive follow-through.
• 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.

Skills

Customer service

Active listening

Communication skills

Attention to detail

Resilience

Tech proficiency

Insurance knowledge

Job description

AIA Group in New Zealand is seeking a Customer Service Representative to deliver outstanding support to customers and advisers, handling enquiries from first contact through to resolution with clarity and accuracy. In a collaborative, flexible team, you will build trusted relationships, follow through on requests, and use technology to process information while upholding quality and compliance.

Learn and grow within a purpose-driven insurer.