Customer Support Adviser

MAS - Medical Assurance Society; Wellington; On-site; NZD 30,000 - 60,000; Full time

Job summary

A mutual insurance company in Wellington is seeking customer service professionals who are excellent communicators and enjoy problem-solving. You will support members by responding to inquiries via phone and email. The role includes navigating underwriting scenarios and identifying cross-selling opportunities. Ideal candidates are self-starters with strong interpersonal skills, and the company offers health insurance benefits and professional development opportunities.

Benefits

Health and life insurance

6% contribution to KiwiSaver Scheme

Additional leave including volunteer day

Wellbeing benefits including vaccinations

Learning and development opportunities

Qualifications

• Experience in a phone-based customer service role preferred.
• Knowledge of customer experience principles.
• High standard of written communication skills.

Responsibilities

• Provide exceptional service for MAS Members via phone and email.
• Navigate underwriting scenarios for insurance products.
• Identify cross-selling opportunities for other insurance products.

Skills

Customer service experience

Communication skills

Problem-solving

Time management

Organizational skills

Job description

We have a number of exciting opportunities for customer service professionals to join our Wellington based team with a start date of 12th January 2026. You'll play a key role in supporting our Members by responding to their queries via phone and email, while being supported by an amazing team every step of the way. If you are a great communicator, enjoy problem solving and thrive in a team orientated setting, we want to hear from you.

The initial training period will be full-time, 9am - 5pm. Once competent in all facets of the role, there are a variety of shifts available Monday to Friday, 8am to 5:30pm.

What your day might look like

• Providing exceptional service for all our MAS Members, handling a mix of inbound phone calls and emails in a fast-paced environment
• Navigating various underwriting scenarios for general insurance products
• Identifying opportunities to cross-sell other insurance products ensuring our Members have the best cover available to them
• Maintaining a high level of accuracy when gathering and processing information

What we're looking for

• Experience in a phone-based customer service role, where you have had to navigate multiple systems. However, we are open to giving people without this experience an opportunity if they have the right attitude and a willingness to learn
• Knowledge and understanding of what makes a great customer experience
• A high standard of written communication and interpersonal skills
• A self-starter with the ability to work independently and effectively under pressure
• Great time management, organisational skills and resilience are also super important to be successful in this role

What we can offer

• Health and life insurance
• If you join our MAS KiwiSaver Scheme we will contribute 6%
• Additional leave, including a volunteer day and 2 additional MAS days just for you
• Being at your best means caring for you, so we offer wellbeing benefits including vaccinations and health insurance discounts to name a few things
• Learning and development - we foster growth whether it's on the job, formal training or something else

About us

We're a New Zealand-owned insurance and investment company with a difference. As a mutual we're owned by our Members and we make meaningful contributions to our community through our charitable foundation. We're a small company where you get to make a big impact.