Customer Service Representative
Job description
As a Customer Service Representative, you play an important role in creating positive experiences for AIA customers and advisers. As part of a customer-focused team, you take ownership of enquiries from first contact through to resolution, providing clear guidance, accurate information, and timely support. Every interaction is an opportunity to build trust, strengthen relationships, and help deliver on AIA’s purpose of helping people live Healthier, Longer, Better Lives. Working closely with colleagues across the business, you contribute to service excellence, support customer retention, and continue developing your skills in a collaborative and supportive environment.
Your Impact
- Deliver outstanding service by resolving customer and adviser enquiries efficiently and with care.
- Build trusted relationships that strengthen customer loyalty and create positive experiences.
- Communicate clear, accurate information and complete requests with a high level of quality and attention to detail.
- Identify opportunities to support business growth by connecting customers and advisers with relevant solutions.
- Make informed decisions within established guidelines to achieve timely and effective outcomes.
- Contribute to a high-performing team by supporting colleagues and sharing ideas that improve processes and service delivery.
Your Capabilities
- You have strong customer service skills and enjoy creating positive outcomes through every interaction.
- You bring excellent listening and communication skills, enabling you to understand needs and provide clear, accurate information.
- You have a keen eye for detail and take pride in delivering high-quality work with minimal errors.
- You bring resilience and adaptability, staying focused and positive when managing challenges or changing priorities.
- You have confidence using technology and learning new systems to support efficient customer service.
- You may also have experience in a contact centre, financial services, insurance, or banking environment, which will help you build confidence quickly in the role.
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 nz.talentacquisition@aia.com.
Recruitment Agencies: Our Talent team does not require any recruitment agency support.
Interested Candidates: Apply using the ‘Apply’ button. No emailed applications accepted. For general enquiries only, contact:
You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.
