AIA New Zealand Limited is the New Zealand arm of global insurer AIA Group, providing life, health, trauma, income protection, and disability insurance to help protect and support New Zealanders’ financial wellbeing.

A Senior Customer Care Representative is an experienced customer service professional who handles complex customer issues, supports junior team members, and helps improve customer satisfaction and service processes. They often act as the escalation point for difficult customer inquiries and complaints.

Job Description

Key Responsibilities

Respond to customer inquiries via phone, email, chat, or other channels.

Resolve escalated complaints and complex customer issues.

Investigate problems and provide effective solutions.

Maintain accurate customer records in CRM systems.

Train, mentor, and support junior customer service representatives.

Monitor customer feedback and identify service improvement opportunities.

Coordinate with other departments to resolve customer concerns.

Prepare reports on customer issues, trends, and service performance.

Ensure compliance with company policies and service standards.

Pay: $4,500.00 – $6,500.00 per month

Benefits:

• Child care assistance
• Health insurance
• Life insurance
• Visa sponsorship
• Vision insurance

Work Location: In person