Customer Service Consultant

1 week ago

Brisbane, Queensland, Australia AIA Full time

Deliver exceptional customer experiences and make a meaningful difference in the lives of millions of Australians by helping them achieve Healthier, Longer, Better Lives.

About AIA

AIA is a leading insurance provider dedicated to empowering individuals to live healthier, longer, better lives. Our purpose-driven culture fosters a work environment that values inclusivity, diversity, and continuous growth opportunities.

Your Role as a Customer Service Consultant

You will be part of our Contact Centre Team, specializing in assisting customers with their claims process. As the first point of contact for our customers, you will provide expert support and guidance when they need it most.

This role requires strong communication skills, attention to detail, and a keen ability to empathize with customers' needs. You will become an expert on AIA's products and services through our structured training and development program.

Key Responsibilities:
  • Provide expertise in dealing with Group Claims clients and members with phone enquiries
  • Conduct regular outbound communication to clients and members to ensure timely resolution of issues
  • Investigate and resolve disputes in a fair and efficient manner
  • Respond to general enquiries received via email address
  • Offer accurate product information, outpatient/inpatient services, claims, premium payment, and policy termination details to customers
  • May reach out to customers whose policies have lapsed to retain them
  • Perform other administration tasks or responsibilities as directed
What We Offer

We value our employees' well-being and offer a hybrid work model that balances flexibility and collaboration. The allocated shift pattern is between 8:00am – 6.00pm Monday – Friday. Successful applicants will demonstrate a passion for delivering exceptional customer service outcomes that leave a positive and lasting impression.

We are seeking candidates who possess:

  • Previous experience in a customer-facing role
  • A keen attention to detail and strong administration skills
  • Flexibility and adaptability to thrive in a fast-paced environment
  • Excellent verbal and written communication skills
  • An ability to problem-solve and adopt a solution-focused approach
Why Choose AIA?

We are committed to helping people live healthier, longer, better lives, and we offer various benefits to support our employees' personal and professional growth.

  • Access to our training and development programs to enhance your current skills
  • Career development opportunities through internal mobility
  • The chance to work for a business making a difference in the lives of millions of Australians every day
  • Additional leave days per year to recharge and refresh yourself
  • Participation in wonderful health and wellbeing initiatives that support your overall well-being
  • The opportunity to work with supportive and inclusive managers

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