Customer Services Representative

Aotearoa New Zealand Association of Social Workers; Devonport-Takapuna; Hybrid; NZD 42,000 - 68,000; Full time

Job summary

AIA Group in New Zealand is seeking a Customer Service Representative to deliver outstanding support to customers and advisers, handling enquiries from first contact through to resolution with clarity and accuracy. In a collaborative, flexible team, you will build trusted relationships, follow through on requests, and use technology to process information while upholding quality and compliance.

Learn and grow within a purpose-driven insurer.

Qualifications

• Experience delivering high-quality customer service, ideally in a contact centre or customer-focused environment.
• Strong listening and communication skills that help you understand needs, explain information clearly, and build positive relationships.
• Keen eye for detail and pride in completing tasks accurately while maintaining quality and compliance.
• Resilience and adaptability, staying focused and solution-oriented when managing competing priorities or challenges.
• Confidence using technology and systems to manage enquiries, process requests, and support customer outcomes.
• Awareness of insurance, banking, or financial services products, helping you build knowledge from day one.

Responsibilities

• Resolve customer and adviser enquiries efficiently and create positive end-to-end experiences.
• Build trust and loyalty through clear communication, accurate information, and responsive follow-through.
• Identify opportunities to support business growth by recognising customer needs and connecting potential 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 that enhance processes, efficiency, and service quality.

Skills

Customer service

Active listening

Communication skills

Attention to detail

Resilience

Tech proficiency

Insurance knowledge

Job description

Your Role with Us

As a Customer Service Representative, you will be at the heart of creating exceptional experiences for AIA customers and advisers. Working within a supportive customer team, you take ownership of enquiries from first contact through to resolution, ensuring people receive clear, accurate, and timely support. Your work helps build trust, strengthen customer loyalty, and contribute to business growth while delivering on AIA’s purpose of helping people live Healthier, Longer, Better Lives.

This is a great opportunity to develop your customer service expertise, build strong stakeholder relationships, and grow your knowledge of insurance and financial services in a collaborative environment.

Your Impact

• Deliver outstanding service by resolving customer and adviser enquiries efficiently and creating positive end-to-end experiences
• Build trust and loyalty through clear communication, accurate information, and responsive follow-through on requests
• Identify opportunities to support business growth by recognising customer needs and connecting potential 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 that enhance processes, efficiency, and service quality

Your Capabilities

• You bring experience delivering high-quality customer service, ideally in a contact centre or customer-focused environment
• You have strong listening and communication skills that help you understand needs, explain information clearly, and build positive relationships
• You have a keen eye for detail and take pride in completing tasks accurately while maintaining quality and compliance
• You bring resilience and adaptability, staying focused and solution-oriented when managing competing priorities or challenges
• You have confidence using technology and systems to manage enquiries, process requests, and support customer outcomes
• You may also have awareness of insurance, banking, or financial services products, helping you build knowledge and add value from day one

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 .

AIA Group is one of the largest life insurers in the world, with a presence in 18 markets across Asia Pacific. AIA New Zealand Limited is part of the AIA Group and has been providing insurance to New Zealanders since 1981.

As a company with 100 years of history, our vision is to help make New Zealand one of the healthiest and best protected nations in the world. We strive to help our customers live healthier, longer, better lives by encouraging them to make positive lifestyle changes one small step at a time.

AIA Group is one of the largest life insurers in the world, with a presence in 18 markets across Asia Pacific. AIA New Zealand Limited is part of the AIA Group and has been providing insurance to New Zealanders since 1981.

As a company with 100 years of history, our vision is to help make New Zealand one of the healthiest and best protected nations in the world. We strive to help our customers live healthier, longer, better lives by encouraging them to make positive lifestyle changes one small step at a time.