Customer Experience Specialist — Flexible Work & Growth

aia; Auckland; On-site; NZD 42,000 - 56,000; Full time

Job summary

AIA is seeking a Customer Service Representative to support its customers and advisers, handling inquiries from first contact to resolution. You will contribute to trust and loyalty while delivering accurate information and timely support in a collaborative environment.

Join a team focused on helping people live Healthier, Longer, Better Lives through exceptional service, growth opportunities, and a culture of curiosity and collaboration.

Qualifications

• Experience delivering high-quality customer service, ideally in a contact centre.
• Strong listening and communication skills to understand needs and explain information clearly.
• Keen eye for detail and commitment to quality and compliance.
• Resilience and adaptability to manage competing priorities.
• Confidence using technology and systems to manage enquiries.
• Awareness of insurance, banking, or financial services products.

Responsibilities

• Deliver outstanding service by resolving customer and adviser enquiries efficiently.
• Build trust and loyalty through clear communication, accurate information, and timely 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

Clear communication

Attention to detail

Resilience

Tech proficiency

Insurance knowledge

Job description

AIA is seeking a Customer Service Representative to support its customers and advisers, handling inquiries from first contact to resolution. You will contribute to trust and loyalty while delivering accurate information and timely support in a collaborative environment.

Join a team focused on helping people live Healthier, Longer, Better Lives through exceptional service, growth opportunities, and a culture of curiosity and collaboration.