Insurance Customer Care Specialist

AIA NZ; Auckland; On-site; NZD 55,000 - 70,000; Full time

Job summary

At AIA, we are seeking a Customer Service Representative to help customers and advisers have a seamless experience. You will own enquiries from first contact through to resolution, provide clear information, practical solutions, and genuine care across phone and written channels.

You will collaborate with colleagues across the business, deepen your knowledge of insurance and customer service, and contribute to providing outstanding service while supporting growth and customer loyalty.

Qualifications

• Experience delivering outstanding customer service and building positive relationships.
• Strong listening skills and clear, professional written and spoken communication.
• Thoughtful problem solving within established guidelines.
• Resilient, adaptable with a customer-focused mindset in a fast-paced environment.
• Attention to detail and delivering high-quality work.

Responsibilities

• Take ownership of customer and adviser enquiries from first contact to resolution.
• Provide clear information and practical solutions to support informed decisions.
• Collaborate across the business to resolve enquiries and improve processes.
• Identify opportunities to support business growth by recognizing customer needs and linking to appropriate teams.

Skills

Customer service

Active listening

Clear communication

Problem solving

Attention to detail

Multi-channel support

Job description

At AIA, we are seeking a Customer Service Representative to help customers and advisers have a seamless experience. You will own enquiries from first contact through to resolution, provide clear information, practical solutions, and genuine care across phone and written channels.

You will collaborate with colleagues across the business, deepen your knowledge of insurance and customer service, and contribute to providing outstanding service while supporting growth and customer loyalty.