Customer Service Representative

Overview

Join AIA NZ as a Customer Service Representative and play a pivotal role in delivering exceptional experiences for both customers and advisers. Positioned within a supportive team, you will handle inquiries from initial contact to resolution, ensuring clear, accurate, and prompt assistance. Your contributions strengthen customer trust, loyalty, and foster business growth, supporting AIA’s mission to help people live Healthier, Longer, Better Lives.

Key Responsibilities

• Provide excellent service by efficiently resolving inquiries from customers and advisers to ensure a positive end-to-end experience.
• Build lasting trust and loyalty through clear communication, precision in information sharing, and prompt follow-ups.
• Recognize customer needs to identify opportunities that facilitate business expansion by connecting leads to appropriate teams.
• Make sound decisions within set guidelines to deliver quality results and timely solutions.
• Work collaboratively with colleagues and internal teams to coordinate effective solutions maintaining seamless customer experiences.
• Support ongoing process improvements by contributing ideas that enhance efficiency and service quality.

Candidate Profile

• Experience providing high-quality customer service, preferably in contact center or client-centered settings.
• Effective listening and communication abilities to understand customer needs, explain details clearly, and establish positive relationships.
• Strong attention to detail coupled with commitment to accuracy and compliance in all tasks.
• Resilience and flexibility to remain focused and solution-oriented amid competing priorities or challenges.
• Comfort and confidence in using technology and systems for inquiry management and request processing.
• Awareness of insurance, banking, or financial services products is advantageous, enabling you to contribute knowledgeably from the start.

Life at AIA

AIA offers a dynamic environment committed to your career advancement through real-world experience, structured learning, and leadership mentorship. The culture emphasizes curiosity, collaboration, and flexible working arrangements with competitive benefits. By joining, you contribute to the goal of helping one billion people live healthier lives by 2030 and shape a meaningful future for yourself and the communities served.

Diversity, Equity, Inclusion, and Belonging

We embrace diversity and inclusivity, welcoming candidates from varied backgrounds and those with disabilities, mental health needs, chronic conditions, or neurodiversity. If you are passionate about this role but lack some qualifications, we still invite your application. Support during recruitment is available upon request.

Additional Information

Recruitment agencies are not engaged for this role. Applications must be submitted through the official 'Apply' button only; emailed applications will not be accepted. All requested personal data must be provided and accurate to be considered.