Customer Service Superstars
AMI Insurance
Christchurch, NZ
6d ago

Customer Service Superstars

Our Contact Centres are an awesome place to be - we have a diverse and inclusive culture that supports a whole of life approach that we're proud of.

We're currently looking for more talented people to join us on our journey to help make our world a better place.

We'd love to hear from you if you're a customer service superstar who is passionate about delivering outstanding outcomes.

You enjoy working as part of a high-performing team and thrive in a structured, fast-paced work environment. You bring a high standard of written and verbal communication skills, and an ability to build a natural rapport with customers over the phone.

Most of all, you have customers at the heart of everything you do.

Who are we :

IAG is NZ's largest general insurer and operates under the State, AMI, NZI, and Lumley brands, as well as underwriting insurance for some of NZ's leading banks.

At IAG, we believe that everyone has a unique point of view to share, shaped by their life experiences, cultures & passions.

What we're after :

We're looking to hire Personal Insurance Consultants and Claims Consultants on a permanent basis within the Auckland and Christchurch regions starting mid-January 2021.

Through the hiring process we'll be looking to gauge your role preference and will align your capabilities to the role that best fits.

What you'll do as a Personal Insurance Consultant :

As a Personal Insurance Consultant, you'll help our customers protect what is important to them, so it's important to ensure they understand their cover completely and know exactly what to expect when they suffer a loss.

You'll ask the right questions to understand more about each customer's immediate and future needs, and then discuss the features and benefits of the right solutions to protect their assets.

While there are no sales targets, taking care of customer needs, using your initiative to provide a timely solution and achieving results, are all key skills needed for this role.

What you'll do as a Claims Consultant :

As a Claims Consultant, you'll be the first person a customer talks to when they need to make a claim. You'll help them to lodge the claim and provide claims advice and processing for Consumer products and services.

You'll also ensure the customer understands the process and next steps. In addition to supporting claims lodgement, you'll help manage claims to closure.

The type of skills you will need to be successful in both roles include :

  • You'll have strong customer service experience, empathy, and a passion for helping people
  • Proven ability to deliver exceptional customer care in a structured environment
  • An ability to ask the right questions to understand more about each customer's immediate and future needs
  • Able to discuss the features and benefits of the right solutions to protect their vehicle, house, contents and other assets
  • You're an advocate for first call resolution, and take ownership of your work
  • You're able to have brave conversations and navigate difficult conversations
  • An ability to manage several tasks at once and process high volumes of work accurately & efficiently, with an eye for improvements
  • Excellent written and verbal communication skills and an ability to have real and genuine conversations both over the phone and via email
  • Good computer skills with the ability to work with multiple systems.
  • How you'll work :

    With Covid-19 changing working practices across the globe, we have adopted a hybrid office and working from home model. At this stage these roles are more weighted to working from home, so to be eligible for the role, you would need to be comfortable with that and have the ability to support a safe and effective working from home arrangement.

    What this means is :

    We will supply you with a working from home kit that comprises of a laptop, monitor, mouse, headset and keyboard.

    What you'll need is :

  • A private, closed off workspace with adequate lighting, access to fresh air and ability to control temperature levels
  • Ability to control the home environment i.e. noise levels and internet usage
  • Broadband with unlimited data
  • Minimum upload speed of 5Mb (but recommend 10Mb) and download speed of 20Mb - you can test your speed at the following :
  • A suitable chair where feet can sit flat on the floor or on a footrest (preference is a 5-leg office chair)
  • A desk with enough surface area to accommodate the equipment we will send you.
  • Hours of work :

    You'll appreciate that we need to be here for our customers whenever they need us, so our Contact Centre is open 7 days a week (Monday to Friday, 8am - 8pm & Saturday, Sunday 9am - 6pm).

    Our Consultants work a variety of shifts to cover these days & hours which includes one weekend day per fortnight.

    What we can offer :

    Don't worry if you're new to insurance, we'll take you on an exciting journey. We'll start you out with comprehensive training and support to ensure you're set up for success.

    It'll be awesome to see what customers think and feel while you work in a customer facing role that offers genuine development opportunities!

  • A 37.5 hour working week
  • A positive working environment with loads of support
  • Internal development opportunities
  • 50% discount on IAG insurance (with any of IAG's brands)
  • Annual $500 Health & Wellness benefit after being with the company for more than 12 months
  • Opportunity to join the IAG employee share plan, along with a company contribution
  • Corporate discounts at various retailers e.g. Noel Leeming, OPSM, Bunnings, BNZ and more!
  • If you believe you have what it takes to excel in our contact centres, then start applying indicating your preferred role now!

    Applications close Friday 20th of November at 5.00pm.

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