Customer Experience Specialist – Insurance Services

AIA NZ; Auckland; Hybrid; NZD 50,000 - 65,000; Full time

Job summary

AIA NZ is seeking a Customer Service Representative to deliver exceptional experiences to customers and advisers. Working within a supportive customer team, you will own enquiries from first contact through to resolution, ensuring clear, accurate, and timely support.

This role helps build trust, strengthens loyalty, and contributes to business growth while aligning with AIA’s purpose of helping people live Healthier, Longer, Better Lives.

Qualifications

• Experience delivering high-quality customer service, ideally in a contact centre or customer-focused environment.
• Strong listening and communication skills to understand needs and explain information clearly.
• Keen eye for detail and ability to complete tasks accurately while maintaining quality and compliance.

Responsibilities

• Resolve customer and adviser enquiries end-to-end with clear, accurate information.
• Communicate effectively to build trust and ensure timely follow-up on requests.
• Identify opportunities to support business growth by recognizing customer needs and connecting 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 to enhance processes and service quality.

Skills

Customer service

Active listening

Attention to detail

Adaptability

Tech proficiency

Insurance knowledge

Tools

CRM software

Ticketing system

Job description

AIA NZ is seeking a Customer Service Representative to deliver exceptional experiences to customers and advisers. Working within a supportive customer team, you will own enquiries from first contact through to resolution, ensuring clear, accurate, and timely support.

This role helps build trust, strengthens loyalty, and contributes to business growth while aligning with AIA’s purpose of helping people live Healthier, Longer, Better Lives.