Customer Service Representative

AIA NZ; Auckland; On-site; NZD 55,000 - 70,000; Full time

Job summary

At AIA, we are seeking a Customer Service Representative to help customers and advisers have a seamless experience. You will own enquiries from first contact through to resolution, provide clear information, practical solutions, and genuine care across phone and written channels.

You will collaborate with colleagues across the business, deepen your knowledge of insurance and customer service, and contribute to providing outstanding service while supporting growth and customer loyalty.

Qualifications

• Experience delivering outstanding customer service and building positive relationships.
• Strong listening skills and clear, professional written and spoken communication.
• Thoughtful problem solving within established guidelines.
• Resilient, adaptable with a customer-focused mindset in a fast-paced environment.
• Attention to detail and delivering high-quality work.

Responsibilities

• Take ownership of customer and adviser enquiries from first contact to resolution.
• Provide clear information and practical solutions to support informed decisions.
• Collaborate across the business to resolve enquiries and improve processes.
• Identify opportunities to support business growth by recognizing customer needs and linking to appropriate teams.

Skills

Customer service

Active listening

Clear communication

Problem solving

Attention to detail

Multi-channel support

Job description

Your Role with Us

As a Customer Service Representative, you play an important role in helping our customers and advisers have a seamless experience with AIA. Working as part of a supportive customer team, you take ownership of enquiries from first contact through to resolution, providing clear information, practical solutions, and genuine care along the way. Every interaction is an opportunity to build trust, strengthen relationships, and contribute to customer loyalty. You will collaborate closely with colleagues across the business, develop your knowledge of insurance and customer service, and grow your problem-solving skills while making a meaningful impact on the people we support.

Your Impact

• Deliver exceptional service by taking ownership of customer and adviser enquiries and driving timely, effective resolutions
• Build trust and loyalty through positive interactions that meet customer needs and create great experiences
• Communicate accurate information and prepare clear, professional correspondence that supports confident decision-making
• 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 enquiries and ensure a seamless customer experience
• Contribute ideas that improve processes, increase efficiency, and maintain quality outcomes for customers and advisers

Your Capabilities

• You have experience delivering outstanding customer service and building positive relationships with a diverse range of customers and stakeholders
• You bring strong listening skills and communicate clearly, professionally, and accurately across phone and written channels
• You have a thoughtful approach to problem-solving and make sound decisions within established guidelines
• You bring resilience and adaptability, maintaining a positive and customer-focused mindset in a fast-paced environment
• You have strong attention to detail and take pride in delivering accurate, high-quality work
• You may also have experience in a contact centre, financial services, insurance, or banking environment, and confidence using multiple systems and technology platforms to support customers effectively

Your Life at AIA

At AIA, we know your career with us is just beginning, and we’re committed to helping you make it extraordinary. In return for your energy and ambition, you’ll gain access to hands-on experience, structured development programs, and mentorship from some of the most inspiring leaders in the industry. We offer flexible ways of working, competitive rewards, and a culture that values curiosity and collaboration. Here, you’ll have the chance to learn, grow, and contribute to our mission of helping a billion people live Healthier, Longer, Better Lives by 2030, while shaping a future that matters for you and the communities we serve.

DEIB

Diversity, equity, and inclusion are central to who we are and how we work. We value people from all walks of life and welcome candidates of all backgrounds, identities, and lived experiences, including those with disabilities, additional mental health needs, chronic health conditions, or who are neurodiverse. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply. And if there’s anything we can do to support you during the recruitment process, please contact us at [e-mail].

Recruitment Agencies

Our Talent team does not require any recruitment agency support.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.