Existing Business Representative (6 Months Fixed Term)

aia; Auckland; On-site; NZD 46,000 - 58,000; Full time

Job summary

AIA in Auckland, New Zealand is seeking a customer service professional to deliver outstanding experiences across phone, email, face-to-face, and written channels, building lasting relationships. You will resolve enquiries, identify needs beyond the request, collaborate with colleagues, and contribute to operational excellence while upholding regulatory standards and a customer-first mindset.

Join a team that values curiosity, collaboration, and a commitment to helping customers live healthier

Qualifications

• Experience delivering excellent customer service and building positive relationships with a diverse range of customers and stakeholders.
• Strong communication skills and the ability to explain information clearly, accurately, and confidently.
• Proactive approach to problem solving and ownership of tasks to deliver quality outcomes.
• Collaborative mindset and ability to work as part of a team to achieve shared goals and customer success.
• Strong attention to detail and ability to manage priorities while maintaining high service standards.
• Experience in a contact centre, financial services, insurance, or similarly regulated customer-focused environment is a plus.

Responsibilities

• Deliver outstanding customer experiences across phone, email, face-to-face, and written channels, creating positive and lasting customer relationships.
• Resolve customer enquiries accurately and efficiently while taking ownership from initial contact to resolution.
• Identify customer needs beyond the immediate request and uncover opportunities to support retention and future growth.
• Collaborate with colleagues and stakeholders to provide seamless service and enhance team performance.
• Contribute to operational excellence by achieving quality, turnaround time, and customer experience targets.
• Support continuous improvement by maintaining and enhancing processes, procedures, and knowledge resources.

Skills

Customer service

Communication

Problem solving

Teamwork

Attention to detail

Regulatory environment experience

Job description

Your Role with Us

Your Impact

• Deliver outstanding customer experiences across phone, email, face-to-face, and written channels, creating positive and lasting customer relationships.
• Resolve customer enquiries accurately and efficiently while taking ownership of outcomes from initial contact through to resolution.
• Identify customer needs beyond the immediate request and uncover opportunities to support retention and future growth.
• Collaborate with colleagues and stakeholders to provide seamless service and enhance overall team performance.
• Contribute to operational excellence by achieving quality, turnaround time, and customer experience targets.
• Support continuous improvement by maintaining and enhancing processes, procedures, and knowledge resources that strengthen team capability.

Your Capabilities

• You have experience delivering excellent customer service and building positive relationships with a diverse range of customers and stakeholders.
• You bring strong communication skills and the ability to explain information clearly, accurately, and confidently.
• You have a proactive approach to problem solving and take ownership of tasks to deliver quality outcomes.
• You bring a collaborative mindset and enjoy working as part of a team to achieve shared goals and customer success.
• You have strong attention to detail and can manage priorities effectively while maintaining high service standards.
• It is great if you have experience in a contact centre, financial services, insurance, or a similarly regulated customer-focused environment.

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].