Existing Business Representative

AIA Hong Kong and Macau; Auckland; Hybrid; NZD 60,000 - 80,000; Full time

Job summary

AIA Hong Kong and Macau in Auckland, NZ, is seeking an Existing Business Representative to deliver timely, accurate customer support across phone, email, and in-person interactions. You will own customer enquiries, understand broader needs, and contribute to retention and growth through tailored solutions.

You will collaborate with colleagues and stakeholders to uphold service standards, support continuous improvement, and help build a customer-centric culture that aligns with AIA's Healthier,

Qualifications

• Experience delivering high-quality customer service.
• Strong communication skills and relationship-building.
• Customer-focused, able to identify needs and tailor solutions.
• Attention to detail with sound judgement.
• Collaborative mindset and ownership of commitments.
• Experience with documented processes or SOPs is a plus.

Responsibilities

• Provide timely, accurate support across multiple channels.
• Own customer enquiries and resolve them with first-time-right outcomes.
• Identify needs and provide tailored solutions to support retention and growth.
• Maintain service standards and improve efficiency.
• Build relationships with internal and external stakeholders to enhance service.
• Contribute to continuous improvement and training resources.

Skills

Customer service experience

Communication skills

Relationship building

Attention to detail

Collaborative mindset

Job description

Your Role with Us

As an Existing Business Representative, you play an important role in helping customers experience AIA at its best. Working within the Existing Business team, you deliver timely, accurate support across multiple channels while building meaningful connections that strengthen customer trust and loyalty. You take ownership of customer enquiries, look beyond the immediate request to understand broader needs, and contribute to customer retention and growth through tailored solutions. Collaborating closely with colleagues and stakeholders, you help deliver service excellence, support continuous improvement initiatives, and contribute to a customer-centric culture focused on helping people live Healthier, Longer, Better Lives.

Your Impact

• Deliver outstanding customer experiences across phone, email, face-to-face and written channels, creating positive and lasting customer relationships.
• Resolve customer enquiries efficiently and accurately, taking ownership and collaborating with colleagues to achieve right-first-time outcomes.
• Identify customer needs and provide tailored solutions that support retention, engagement and business growth.
• Contribute to team performance by meeting service standards, turnaround times and customer experience objectives.
• Build strong relationships with internal and external stakeholders to enhance service delivery and support positive business outcomes.
• Support continuous improvement by maintaining and updating operational processes, procedures and training resources.

Your Capabilities

• You have experience delivering high-quality customer service, ideally within a contact centre, financial services or a fast-paced service environment.
• You bring strong communication skills and build positive relationships with customers, colleagues and stakeholders from diverse backgrounds.
• You have a customer-focused approach and look beyond the immediate enquiry to understand needs and deliver meaningful solutions.
• You bring strong attention to detail and apply sound judgement to manage tasks accurately while balancing competing priorities.
• You have a collaborative mindset, contribute to team success and take accountability for delivering on commitments.
• It is great if you have experience working with operational procedures, continuous improvement initiatives or documenting processes and standard operating procedures.

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.

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone. It's about finding new ways to not only better people's lives, but to better the communities and environments we live in. As the largest listed company on the Hong Kong Stock Exchange, we’ve been proudly making a difference for people and communities across Asia for over a century. And we build on this every day with our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. If you work at AIA, you play an important part in this movement. Which is why we give you every opportunity to learn, grow and shape your career - your way. Inspiring and supporting you to thrive - not just at work, but in life. Believe in better with AIA.