Customer Service Consultant

About Asteron Life
At Asteron Life, we are here to help customers build bright futures and protect what matters most.

We offer a range of personal insurance products that can help you through just about anything life throws at you.

We work with advisers, so you get expert insurance advice, matching the right insurance you need to help you live life to the fullest.

Why us?
We’ve been supporting New Zealanders for longer than you think: nearly 150 years. Our roots trace all the way back to 1878. Our dedicated claims teams understand what’s at stake for each claim. We had 94% of claims accepted and $121 million paid to customers from 01 July 2022 - 30 June 2023. We do everything we can to make you feel like you matter, because you do.

The Opportunity

Join our dynamic team in Wellington as a Customer Service Consultant on a permanent full-time basis, where your exceptional skills will help us deliver unparalleled service to our customers! In this role, you'll go beyond meeting customer expectations by leveraging each interaction to add value and ensuring that every customer is understood, anticipated, and fulfilled. You'll utilise your extensive product and process knowledge to resolve conflicts swiftly and efficiently, while accurately recording all customer interactions to minimise errors. Show off your proactive call control and service techniques to manage complex calls and turn dissatisfied customers into happy advocates.

You'll be instrumental in achieving our Contact Centre KPIs, managing calls within call handling service standards, and contributing to our Grade of Service. By following best practice call guides and decision-making tools, you'll manage risks and champion our risk culture. Your daily work will exemplify customer-centricity, and you'll proactively suggest improvements to enhance our Contact Centre functions.

In return, we offer a hybrid working environment that balances flexibility and collaboration, fostering a fun and supportive team culture. You'll receive comprehensive onsite training during the first six months to set you up for success. If you have a background in contact centres and insurance, along with a knack for customer service, this role is the perfect fit for you. Take this opportunity to grow with us and make a real impact!

Your Story

We have adopted agile ways of working, providing a flexible environment for individuals to make a significant contribution to our success through the application of their skill and experience. To thrive in this environment ideally a candidate has the following attributes:

Critical Skills

At Asteron Life, we have identified the following critical skills which are key to success in our culture:

What Will We Do For You:
We offer the freedom to work in a flexible environment, we respect and encourage diversity, and we offer opportunities for training and career advancement.

We believe that every day is an opportunity to grow – and we hope to offer our people a career, not just a job.
The learning and development opportunities we have include supporting the completion of executive-level short courses, access to leading online learning tools, on the job training, and mentoring by highly experienced business leaders.

Join us
Before commencing employment in this role you will need to provide two references, full working rights and complete police and credit checks through an online provider.
As an equal opportunity employer strongly committed to working in a diverse and inclusive workforce you will be provided with any support or accessibility requirements throughout your interview process. Please feel free to contact our Talent Team directly at talent@resolutionlife.com.au.

Proud to be part of Resolution Life.
Resolution Life is a global life insurance group focusing on the acquisition and management of portfolios of life insurance policies.

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