Customer Service Representative (Fixed Term - 12 Months)

AIA; Devonport-Takapuna; On-site; NZD 45,000 - 60,000; Full time

Benefits offered by this job

Hands-on experience

Structured development programs

Mentorship

Flexible working

Job summary

AIA New Zealand in Auckland seeks a Customer Service Representative for a 12-month fixed-term role. You will be the trusted contact for customers and advisers, delivering clear information and practical solutions from first contact to resolution.

You will collaborate across the business to represent the AIA brand with professionalism and care. This position offers development opportunities in customer service, problem-solving, and relationship building, with flexible working options and a

Qualifications

• Experience delivering exceptional customer service, ideally in a contact centre or financial services.
• Strong communication skills and ability to actively listen to understand needs.
• Keen eye for detail and ability to manage multiple tasks.
• Awareness of insurance or banking products is preferred.

Responsibilities

• Own customer and adviser enquiries from first contact to resolution.
• Provide clear information and practical solutions for a seamless service experience.
• Collaborate across the business to achieve positive outcomes and represent the AIA brand.
• Identify opportunities to support business growth by recognizing customer needs.

Skills

Customer service

Communication

Active listening

Attention to detail

Resilience

Job description

Your Role with Us

As a Customer Service Representative in this 12-month fixed-term opportunity, you will be a trusted point of contact for customers and advisers, helping them navigate enquiries with confidence and ease. Working within AIA’s Customer team, you take ownership of each interaction, delivering clear information, practical solutions, and a seamless service experience from first contact through to resolution. You will collaborate with colleagues across the business to achieve positive outcomes while representing the AIA brand with professionalism, empathy, and care. This role offers a great opportunity to further develop your customer service expertise, strengthen your problem‑solving skills, and make a meaningful impact every day.

Your Impact

Deliver outstanding service by taking ownership of customer and adviser enquiries 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.

Your Capabilities

You have experience delivering exceptional customer service, ideally in a contact centre, financial services, or similar customer‑focused environment. You bring strong communication skills and actively listen to understand needs, build rapport, and provide clear, accurate information. You have a keen eye for detail and consistently produce accurate work while managing multiple tasks and priorities. You bring sound judgement and problem‑solving skills, helping customers and advisers reach effective outcomes. You have resilience and adapt well to changing priorities, maintaining a positive and professional approach in a fast‑paced environment. You may also have awareness of insurance, banking, or related financial products, along with confidence using technology and customer service systems.

Your Life at AIA

AIA, we know your career with us is just beginning, and we’re committed to helping you make it extraordinary. 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.

• 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.

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. And if there’s anything we can do to support you during the recruitment process, please contact us at [e-mail].

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.

‘Better’ starts with people who reimagine what is possible and turn ideas into meaningful action. At AIA, you will contribute in your own way, help shape outcomes that matter and collaborate with colleagues across disciplines, teams, markets and levels. We will support you to broaden your perspective, strengthen your capabilities and grow your impact. Together, we challenge assumptions, learn from one another and find better ways forward. Bring your ambition, experience and ideas to AIA, and help shape what “better” looks like.