Insurance Customer Experience Specialist - Flexible Hours

AIA Hong Kong and Macau; Auckland; Hybrid; NZD 45,000 - 55,000; Full time

Benefits offered by this job

Flexible working

Mentorship program

Structured development program

Competitive rewards

Learning opportunities

Job summary

AIA Hong Kong and Macau is seeking a Customer Service Representative in Auckland to be at the heart of delivering exceptional support to customers and advisers. You will handle enquiries from first contact through to resolution, ensuring clear, accurate, and timely responses while upholding AIA’s purpose and standards.

Working in a collaborative team, you’ll build trust, develop your insurance and financial services knowledge, and identify opportunities to assist business growth by connecting

Qualifications

• Experience delivering high-quality customer service, ideally in a contact centre or customer-focused environment.
• Strong listening and communication skills to understand needs and explain information clearly.
• Attention to detail and compliance.
• Resilience and adaptability managing priorities.
• Familiarity with insurance or financial services products is a plus.

Responsibilities

• Resolve customer and adviser enquiries efficiently and end-to-end.
• Provide clear, accurate information and timely support.
• Identify opportunities to support business growth by connecting leads to the right teams.
• Collaborate with colleagues to coordinate solutions and maintain a seamless experience.
• Suggest process improvements to enhance service quality.
• Contribute to continuous improvement by sharing ideas that enhance processes, efficiency, and service quality.

Skills

Customer service

Active listening

Clear communication

Attention to detail

Adaptability

Tech proficiency

Insurance knowledge

Tools

CRM systems

Microsoft Office

Job description

AIA Hong Kong and Macau is seeking a Customer Service Representative in Auckland to be at the heart of delivering exceptional support to customers and advisers. You will handle enquiries from first contact through to resolution, ensuring clear, accurate, and timely responses while upholding AIA’s purpose and standards.

Working in a collaborative team, you’ll build trust, develop your insurance and financial services knowledge, and identify opportunities to assist business growth by connecting