Customer Service Representative (Fixed Term - 6 Months)

AIA New Zealand; Devonport-Takapuna; On-site; NZD 42,000 - 54,000; Full time

Job summary

AIA New Zealand is seeking a Customer Service Representative for a 6-month fixed-term engagement in Auckland. You will be the trusted contact for customers and advisers, owning inquiries from first contact to resolution with clear information, practical solutions and a seamless service experience.

This role emphasizes empathy, professionalism, and customer-centric support. You will collaborate across the business to resolve issues, identify retention opportunities, and contribute to continuous

Qualifications

• Experience providing outstanding customer service in a contact centre, financial services environment, or a similar customer‑focused setting.

Responsibilities

• Deliver exceptional service by taking ownership of customer and adviser enquiries and driving timely resolutions.
• Build trust and loyalty through positive interactions that enhance the customer experience.
• Communicate accurate information and process requests efficiently to ensure seamless service delivery.
• Identify opportunities to support customer retention and business growth by recognising and referring potential leads.
• Collaborate with teams across the business to resolve issues and achieve the best possible outcomes.
• Contribute to continuous improvement by sharing ideas that enhance efficiency, quality, and customer satisfaction.

Skills

Customer service excellence

Communication skills

Active listening

Attention to detail

Problem solving

Resilience & adaptability

Insurance / financial products

Job description

Customer Service Representative (Fixed Term - 6 Months)

As a Customer Service Representative in this 6-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 exceptional service by taking ownership of customer and adviser enquiries and driving timely resolutions.

Build trust and loyalty through positive interactions that enhance the customer experience.

Communicate accurate information and process requests efficiently to ensure seamless service delivery.

Identify opportunities to support customer retention and business growth by recognising and referring potential leads.

Collaborate with teams across the business to resolve issues and achieve the best possible outcomes.

Contribute to continuous improvement by sharing ideas that enhance efficiency, quality, and customer satisfaction.

Your Capabilities

You have experience providing outstanding customer service in a contact centre, financial services environment, or a similar customer-focused setting.

You bring strong communication and active listening skills that help you understand needs and deliver clear, accurate solutions.

You have excellent attention to detail and consistently produce high-quality, accurate work.

You bring sound judgement and problem-solving ability, enabling you to make effective decisions and navigate customer enquiries confidently.

You have resilience and adaptability, maintaining a positive approach while managing changing priorities and workloads.

You may also have knowledge of insurance, banking, or related financial products, along with confidence using customer service systems and technology.

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 @aia.com .