Executive, Customer Support Aon is in the business of better decisions At Aon, we shape decisions for the better to protect and enrich the lives of people around the world. As an organization, we are united through trust as one inclusive, diverse team, and we are passionate about helping our colleagues and clients succeed. What the day will look like Handle end-to-end administration of clients’ employee benefits programme and provide helpdesk supports on phone calls, webchats and emails for their Japanese employees. Japanese language proficiency in speaking, reading and writing is required. Employee Contact Centre + Provide helpdesk support on phone calls, webchats and emails for clients’ Japanese employees relating to their benefits as provided on our online benefits Portal + Assist and guide employees on the usage of the online benefits Portal such as benefits enrolment and e-Claims submission + Ensure that employee cases are managed and addressed promptly, keeping and managing all cases organized + Maintain helpdesk roster and update dashboard to report and measure key performance indicators on calls, webchats and emails management Claims and Benefits Administration + Adjudication of clients’ non-insured benefits claim in accordance with the agreed rules and stipulated turnarounds + Ensure the accuracy in processing clients data loaded on Aon’s benefit portal and timely processing of employees’ enrolments + Ensure timely processing of the reports (payroll/vendor) are provided per agreed timeline + Maintain and update internal SOP and other Administration documents + Maintain all benefit documentations and ensure all information are kept up to date from time to time + Ensure prompt follow-up with the employees on their outstanding non-insured claims till closure Other Areas + Assist Client Team Leader in managing operational aspects of client helpdesk + Assist in driving client conversations with client for ongoing connects. + Collaborate with cross-functional teams to implement system enhancements related to calls, webchats and emails management where applicable + Perform troubleshooting on any technical issue surfaced on the benefits portal encountered by internal or external parties as the 1st level support before escalating to the technical teams + Localize and translate documentations and communications from English to Japanese and vice versa + Perform internal acceptance testing and assist with client/user acceptance testing on portal changes where applicable + Assume duties assigned from time to time by reporting manager Skills and experience that will lead to success + University degree or Diploma from a recognized university or polytechnic + At least 2 years of customer support and administration experience + Prior working knowledge of Employee Benefits (Insurance and Flexible benefits) an advantage + High proficiency in Japanese and English languages; Able to read, write and speak fluent Japanese and English as this role requires the person to support Japanese clients. + Provide clear, pleasant and courteous verbal & written communication with proper use of grammar, tone, and pronunciation in Japanese & English + Demonstrated ability to multi-task, work in team settings, and work independently when required + Collaborative, team player with ability to work to high standards + Strong interpersonal, communication, and computer application skills. + Experience using Microsoft suite including Word, Excel, Outlook, Power Point etc How we support our colleagues In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two “Global Wellbeing Days” each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions, but we also recognise that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working! Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued. Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace. Aon provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status. We welcome applications from all and provide individuals with disabilities with reasonable adjustments to participate in the job application, interview process and to perform essential job functions once onboard. If you would like to learn more about the reasonable accommodations we provide, email ReasonableAccommodations@Aon.com #LI-HT1 2549561 Executive, Customer Support Aon is in the business of better decisions At Aon, we shape decisions for the better to protect and enrich the lives of people around the world. As an organization, we are united through trust as one inclusive, diverse team, and we are passionate about helping our colleagues and clients succeed. What the day will look like Handle end-to-end administration of clients’ employee benefits programme and provide helpdesk supports on phone calls, webchats and emails for their Japanese employees. Japanese language proficiency in speaking, reading and writing is required. Employee Contact Centre + Provide helpdesk support on phone calls, webchats and emails for clients’ Japanese employees relating to their benefits as provided on our online benefits Portal + Assist and guide employees on the usage of the online benefits Portal such as benefits enrolment and e-Claims submission + Ensure that employee cases are managed and addressed promptly, keeping and managing all cases organized + Maintain helpdesk roster and update dashboard to report and measure key performance indicators on calls, webchats and emails management Claims and Benefits Administration + Adjudication of clients’ non-insured benefits claim in accordance with the agreed rules and stipulated turnarounds + Ensure the accuracy in processing clients data loaded on Aon’s benefit portal and timely processing of employees’ enrolments + Ensure timely processing of the reports (payroll/vendor) are provided per agreed timeline + Maintain and update internal SOP and other Administration documents + Maintain all benefit documentations and ensure all information are kept up to date from time to time + Ensure prompt follow-up with the employees on their outstanding non-insured claims till closure Other Areas + Assist Client Team Leader in managing operational aspects of client helpdesk + Assist in driving client conversations with client for ongoing connects. + Collaborate with cross-functional teams to implement system enhancements related to calls, webchats and emails management where applicable + Perform troubleshooting on any technical issue surfaced on the benefits portal encountered by internal or external parties as the 1st level support before escalating to the technical teams + Localize and translate documentations and communications from English to Japanese and vice versa + Perform internal acceptance testing and assist with client/user acceptance testing on portal changes where applicable + Assume duties assigned from time to time by reporting manager Skills and experience that will lead to success + University degree or Diploma from a recognized university or polytechnic + At least 2 years of customer support and administration experience + Prior working knowledge of Employee Benefits (Insurance and Flexible benefits) an advantage + High proficiency in Japanese and English languages; Able to read, write and speak fluent Japanese and English as this role requires the person to support Japanese clients. + Provide clear, pleasant and courteous verbal & written communication with proper use of grammar, tone, and pronunciation in Japanese & English + Demonstrated ability to multi-task, work in team settings, and work independently when required + Collaborative, team player with ability to work to high standards + Strong interpersonal, communication, and computer application skills. + Experience using Microsoft suite including Word, Excel, Outlook, Power Point etc How we support our colleagues In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two “Global Wellbeing Days” each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions, but we also recognise that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working! Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued. Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace. Aon provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status. We welcome applications from all and provide individuals with disabilities with reasonable adjustments to participate in the job application, interview process and to perform essential job functions once onboard. If you would like to learn more about the reasonable accommodations we provide, email ReasonableAccommodations@Aon.com #LI-HT1