Customer Success & Retention Specialist

AIA NZ; Auckland; On-site; NZD 60,000 - 80,000; Full time

Job summary

AIA NZ in Auckland is seeking an Existing Business Representative to deliver timely, accurate customer support across phone, email and in-person interactions. You will take ownership of enquiries, understand broader needs, and help grow customer retention through tailored solutions.

You’ll collaborate with colleagues and stakeholders to maintain service excellence, support improvements, and contribute to a customer-centric culture focused on Healthier, Longer, Better Lives.

Qualifications

• Experience delivering high-quality customer service, ideally in a contact centre.
• Strong communication skills and ability to build relationships with diverse stakeholders.
• Customer-focused approach and ability to understand needs beyond the immediate enquiry.
• Attention to detail and sound judgement to manage tasks and priorities.
• Collaborative mindset and accountability for delivering on commitments.
• Experience with operating procedures or documenting processes is a plus.

Responsibilities

• Deliver outstanding customer experiences across multiple channels.
• Resolve enquiries efficiently, taking ownership for right-first-time outcomes.
• Identify customer needs and provide tailored solutions for retention and growth.
• Contribute to team performance by meeting service standards and timelines.
• Build strong relationships with stakeholders to enhance service delivery.
• Support continuous improvement by updating processes and training resources.

Skills

Customer service

Communication

Relationship building

Attention to detail

Collaboration

Documentation

Job description

AIA NZ in Auckland is seeking an Existing Business Representative to deliver timely, accurate customer support across phone, email and in-person interactions. You will take ownership of enquiries, understand broader needs, and help grow customer retention through tailored solutions.

You’ll collaborate with colleagues and stakeholders to maintain service excellence, support improvements, and contribute to a customer-centric culture focused on Healthier, Longer, Better Lives.