Customer Service Consultant

Southern Cross; United States; Remote; USD 25,000 - 37,000; Full time

Benefits offered by this job

Wellbeing leave

Hybrid work

Induction program

Development pathway

Medical insurance

Life insurance

Parental leave

Flexi leave

Wellbeing program reward

Job summary

Southern Cross in Auckland is recruiting for Customer Service Consultants to join our Contact Centre whānau, supporting members and colleagues with the health and wellbeing they deserve. You’ll handle enquiries across all channels, deliver service that reflects our values, and contribute to a high-performing, inclusive team.

Onboarding includes five weeks of training plus ongoing mentoring to help you succeed.

Qualifications

• Experience in customer service is preferred but not required.
• Ability to deliver empathetic, professional service across channels.
• Strong communication and listening skills.

Responsibilities

• Provide consistently professional, empathetic service across contact channels.
• Manage inquiries with high-quality outcomes and productivity.
• Align customer experiences with our brand promise: We’re with you.
• Demonstrate care in moments of vulnerability.
• Offer appropriate options to support best member outcomes.

Skills

Customer service

Empathy

Effective communication

Resilience

Team collaboration

Job description

About us

Southern Cross Health Insurance is shaping a healthier Aotearoa New Zealand. Our purpose is simple: empowering our members to live well for longer. We're here to give peace of mind through timely access to quality care, inspire healthier living, and lead positive change across the health system. As a New Zealand-owned, member-based organisation, we're building a future where wellbeing is at the heart of everything we do -- delivering exceptional value for our members and creating an environment where our people thrive.

Now is an exciting time to join us. You'll be part of a high-performing, values-driven team where people are at the heart of everything we do -- and in return for your talent, you'll have the opportunity to grow, make an impact, and be proud of the difference your work makes.

About the role

We’re recruiting for our next intake of Customer Service Consultants to join our Contact Centre whānau. In this role, you’ll play a vital part in supporting the health and wellbeing of our members and colleagues.

You’ll be joining an award-winning team, proud recipients of the 2025 Reader’s Digest Quality Service Award. Our diverse team is passionate, supportive, and engaged—and we know how to have fun, celebrate success, and bring our whole selves to work.

Our team celebrates wins, supports one another, and brings their whole selves to work while delivering outstanding service to our members.

Role details

• Type: Permanent, full-time
• (You must be a New Zealand Resident, New Zealand Citizen, or Australian Citizen to apply)
• Start date: Tuesday 19 January 2027
• Hours: Monday to Friday, between 8.00am – 5.30pm
• Location: Tāmaki Makaurau – Auckland
• (This role is Auckland-based; remote options are not available)
• Onboarding & training
• You’ll receive a comprehensive five-week training programme, followed by ongoing mentoring and support to set you up for success.

What you’ll be doing

As a Customer Service Consultant, you’ll support our members across all contact channels, delivering service that reflects our brand and values.

Your day-to-day will include:

• Providing consistently professional, empathetic service with end-to-end follow-through
• Managing enquiries efficiently to ensure high-quality outcomes and productivity
• Delivering customer experiences aligned to our brand promise: “We’re with you”
• Demonstrating care and sensitivity in moments of vulnerability
• Offering appropriate options to support the best possible member outcomes

About you

You’ll thrive in this role if you:

• Are customer-focused, empathetic, and genuinely enjoy helping others
• Bring a positive outlook and a growth mindset
• Communicate clearly with a friendly, professional manner
• Are resilient, adaptable, and self-aware
• Are self-motivated and goal-oriented
• Maintain confidentiality at all times
• Contact centre or medical experience is advantageous but not required. We’re seeking people with the right attitude and values—those who genuinely enjoy helping others.

Our Values and Our Commitment to inclusion

Ngākau nui. Āhurutanga. Tikanga.

Always there. Always real. Always true.

If you thrive in a caring, honest, and open culture, you’ll feel right at home with us.

We’re proud of our inclusive, caring culture — one that is always there, always real, and always true. At Southern Cross, we prioritise wellbeing, connection, and balance, supporting our people to thrive both professionally and personally.

We are committed to equity, diversity, and inclusion. We proudly mihi atu to Te Ao Māori and recognise the importance of unity with the indigenous peoples of Aotearoa—together, we grow stronger. We encourage applications from people of all backgrounds.

What’s in it for you?

In return for your talent, you’ll receive a generous benefits package, including:

• Five days of wellbeing leave plus one paid volunteer day each year
• Hybrid ways of working to support work, team, and individual needs
• A comprehensive induction and structured development pathway
• Remuneration increases as you progress through our Development Pathway Programme
• Fully subsidised medical insurance for you and your immediate whānau
• Life insurance cover and discounts on pet and travel insurance
• Additional parental leave benefits and financial wellbeing support
• The option to purchase flexi leave
• Access to a leading workplace wellbeing programme that is tailored to your unique wellbeing journey and be rewarded up-to $1000 every year

If you share our commitment to caring for people and making a meaningful impact, we’d love to hear from you.

We are proud to have taken the Pride Pledge, reflecting our commitment to inclusion and belonging. We also facilitate an active, employee-led Diversity, Equity and Inclusion Forum, which includes our Rainbow Network, Māori Network, Pasifika Collective, and Neurodiversity and Whānau Support networks.

If you share our commitment and passion, we'd love to hear from you.