Customer Service Representative

About AIA Australia

AIA Group Limited, often known as AIA, is a Hong Kong-based American multinational insurance and finance corporation. It is the largest publicly listed life insurance and securities group in Asia-Pacific. 

To know more about AIA, watch this video:

Your role

Their Savings and Investment team helps to educate customers and advisers on general policy information as well as be the first point of contact for all general enquiries and respond within the agreed turnaround times and in accordance with the business operating protocols. These roles are essential to making a difference in people’s lives.

To do this successfully you will:

• Deliver exceptional customer service through telephone contact and ensure quality measures are met
• Work from the perspective of the customer/client by focusing on customer needs, working to engage with the customer and building and sustaining productive customer relationships and loyalty
• Undertake training to meet and maintain business, industry and legislative minimum standards appropriate for the role
• Ensure that all customers’ requests are actioned within service levels and within agreed quality and efficiency benchmarks
• Improve the Customer Experience Survey Score through the professional handling of customer telephone enquiries and product administration
• Actively participate in team meetings and the Performance, Feedback and Review Process, including initiating and driving development plans
• Ensure that all KPIs, including productivity and internal quality measures, are met.
• Consistently display behaviours that encourage productive working relationships and a strong performance culture

Training, development & rotations

With AIA's diverse up-skilling, mentorship, job mobility, and career experiences, AIA will help you shape your career, your way. AIA equips you for a rewarding and fulfilling future - wherever that may lead you. Read more.

Salary & benefits

Roles in the Banking & Financial Services industry may earn an average of A$55,000 to A$64,000 (Source: Prosple Salary Guide)

AIA wants to be an important part of people’s everyday health and well-being. Employees enjoy AIA benefits such as:

1. Rewards and Recognition
2. Recharge days
3. Employee Discounts
4. Salary continuance
5. Read more.

Career progression

AIA encourages and supports professional development with state-of-the-art training and induction programs as well as internal promotional opportunities. They have strong financial backing with a continuous track record of company expansion, which gives their employees endless opportunities and flexibility. 

Work life balance

Work with AIA and together, you will establish an environment that will support you to work flexibly in a way that fits with you, your life and your lifestyle. AIA offers a range of well-being tools and programmes to help you think well, feel well, plan well, and live well. Read more.

Culture & vibe

Building a truly healthy culture starts with shared values and a common purpose. AIA's inspirational dream, alongside its promise, unites the company in performing as a team but feeling like a family. It's the differences as individuals that make AIA better together. That's why AIA celebrates the diversity of its people and empowers you to be your best and make difference in your own unique way. Read more.

What it's like to work at AIA? Watch this video:

About you

Successful applications will demonstrate: 

• A strong customer service focus
• A proven understanding of a Contact Centre environment and the respective metrics will be highly regarded
• A Strong attention to detail and problem-solving ability
• Excellent verbal and written communication skills
• The ability to work under pressure and handle complaints
• Experience using MS Office Tools
• High level organisation skills with the ability to prioritise work activities and effectively allocate tasks

How to apply

To apply for this role, simply click the "Apply on employer site" button on this page to submit your application directly to AIA Australia.