Customer Service Representative (Fixed Term - 6 Months)

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

Job summary

AIA in New Zealand is seeking a Customer Service Representative for a 6-month fixed-term opportunity. You will be a trusted point of contact for customers and advisers, guiding them through enquiries with clear information, practical solutions, and a seamless service from first contact to resolution.

In this role you will collaborate across the business, build strong relationships, and represent the AIA brand with professionalism and care.

Qualifications

• Experience delivering exceptional customer service, ideally in a contact centre, financial services, or similar environment.
• Strong communication skills and active listening to understand needs, build rapport, and provide clear information.
• Keen eye for detail and ability to produce accurate work while multitasking.
• Sound judgement and problem-solving skills, helping customers and advisers reach effective outcomes.
• Resilience and adaptability in a fast-paced environment.
• Awareness of insurance, banking, or related financial products, with confidence using technology and customer service systems.

Responsibilities

• Deliver outstanding service by taking ownership of customer and adviser inquiries 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.

Skills

Customer service

Communication

Attention to detail

Problem solving

Resilience

Adaptability

Financial products awareness

Tools

CRM systems

Customer service software

Job description

Your Role with Us

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 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

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].

“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. View our AIA LinkedIn page Bring your difference to AIA