Customer Services Consultant - Southern Cross Pet Insurance

About Us

Southern Cross Health Insurance is shaping a healthier Aotearoa New Zealand. Our purpose is simple: empowering our members to live well for longer. We're here to give peace of mind through timely access to quality care, inspire healthier living, and lead positive change across the health system. As a New Zealand-owned, member-based organisation, we're building a future where wellbeing is at the heart of everything we do -- delivering exceptional value for our members and creating an environment where our people thrive.

Now is an exciting time to join us. You'll be part of a high-performing, values-driven team where people are at the heart of everything we do -- and in return for your talent, you'll have the opportunity to grow, make an impact, and be proud of the difference your work makes.

Protect the pet life. Support the people who love them. At Southern Cross Pet Insurance
, we're passionate about helping Kiwi pet parents protect the lives of their beloved cats and dogs. Every day, we support customers through the unexpected, from playful pups with boundless energy to curious cats with a talent for finding trouble. Our purpose is simple:
Protect the Pet Life. We're looking for a Customer Service Consultant to join our Pet Insurance team and help deliver exceptional experiences to our customers when they need us most. If you love helping people, enjoy solving problems and thrive in a fast-paced environment where every conversation makes a difference, this could be the opportunity for you. As a Customer Service Consultant, you'll be one of the key voices of Southern Cross Pet Insurance.

You'll support customers across a wide range of enquiries, helping them understand their cover, manage their policies, navigate unexpected situations and find the right solutions for their needs. This is a role for someone who genuinely enjoys helping people. You'll listen carefully, ask thoughtful questions and work collaboratively with customers to achieve the best possible outcome. No two conversations are the same.

One moment you'll be helping a customer update their policy. The next, you'll be resolving a complex enquiry, supporting a customer through a complaint or finding a solution that helps them maintain the protection they have for their pet.

• Respond to customer enquiries through phone, email and other contact channels.
• Deliver friendly, professional and empathetic customer service.
• Help customers understand their policy, cover and available options.
• Take ownership of customer enquiries and work towards first-contact resolution wherever possible.
• Listen to customer concerns and identify solutions that meet both customer and business needs.
• Support customer retention by understanding customer circumstances and exploring appropriate options.
• Manage complaints professionally and work towards fair, timely resolutions.
• Maintain accurate customer records and detailed notes.
• Meet service, quality and compliance standards.
• Identify and upscale risks, vulnerabilities or complex issues when required.
• Contribute customer insights and feedback that help improve products, processes and customer experiences.

You enjoy talking with people and find satisfaction in helping customers solve problems.

• Customer service experience in a contact centre, retail, hospitality, insurance or similar customer-facing environment.
• Excellent communication and listening skills.
• Strong problem-solving ability and sound judgement.
• The ability to manage multiple priorities in a fast-paced environment.
• A customer-focused mindset with empathy and resilience.
• Confidence handling difficult conversations and customer complaints.
• Strong attention to detail and accuracy.
• Experien…