📍 Job Overview

• Job Title: Executive, Customer Support
• Company: Aon Corporation
• Location: Singapore, Singapore
• Job Type: On-site
• Category: Customer Support & Administration
• Date Posted: 2025-06-26
• Experience Level: 2-5 years
• Remote Status: On-site

🚀 Role Summary

Aon is seeking a dedicated Executive, Customer Support professional to join their team in Singapore. This role involves providing exceptional customer support to clients' Japan employees regarding their benefits, managing cases, and ensuring timely processing of claims. The ideal candidate will have a university degree or diploma, at least 2 years of customer support experience, and proficiency in both Japanese and English.

💻 Primary Responsibilities

📞 Employee Contact Centre

• Provide Helpdesk Support: Handle phone calls, webchats, and emails from clients' Japan employees regarding their benefits, using the online benefits portal.
• Assist with Benefits Portal: Guide employees on the usage of the online benefits portal, including benefits enrolment and e-Claims submission.
• Case Management: Ensure all employee cases are managed and addressed promptly, maintaining organized records.
• Key Performance Indicator (KPI) Tracking: Maintain helpdesk roster and update dashboard to report and measure KPIs on calls, webchats, and emails management.

📄 Claims and Benefits Administration

• Claim Processing: Ensure the processing of clients' non-insured benefits claims in accordance with agreed rules and stipulated turnarounds.
• Data Accuracy: Ensure the accuracy in processing clients' data loaded on the benefits portal and timely processing of employees' enrolments.
• Report Generation: Ensure timely processing of reports (payrolls/vendors) as per agreed timelines.
• Documentation Management: Maintain and update internal Standard Operating Procedures (SOPs) and checklists, and keep all benefit documentations up-to-date.
• Claim Follow-up: Ensure prompt follow-up with employees on their outstanding non-insured claims till closure.

🌟 Leadership

• Operational Management: Assist the Client Team Leader in managing operational aspects of service delivery operation.
• Process Improvement: Drive improvements in process efficiencies and work towards automating solutions.
• Client Conversations: Assist in driving client conversations with clients for ongoing connects.

🛠 Other Areas

• System Enhancements: Collaborate with cross-functional teams to implement system enhancements related to calls, webchats, and emails management where applicable.
• Technical Troubleshooting: 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 team.
• User Acceptance Testing (UAT): Perform UAT on portal changes where applicable.
• Additional Duties: Assume duties assigned from time to time by the reporting manager.

🎓 Skills & Qualifications

Education: A university degree or diploma from a recognized university or polytechnic.

Experience: At least 2 years of customer support and administration experience, with prior working knowledge of employee benefits (insured and flexible benefits) being an advantage.

Required Skills:

• High proficiency in Japanese and English languages; able to read, write, and speak fluently in both languages.
• Clear, pleasant, and courteous verbal and written communication skills in Japanese and 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, PowerPoint, etc.

Preferred Skills:

• Prior working knowledge of employee benefits (insured and flexible benefits).
• Experience using customer relationship management (CRM) software.

📊 Web Portfolio & Project Requirements (N/A - Not Applicable for this role)

💵 Compensation & Benefits

Salary Range: Not specified. Research shows that the average salary for a Customer Support Executive in Singapore ranges from SGD 3,500 to 5,500 per month (approximately USD 2,600 to 4,100). This role may offer a salary within this range, depending on the candidate's experience and qualifications.

Benefits:

• Comprehensive benefits package
• Two "Global Wellbeing Days" each year
• Flexible working style solutions
• Inclusive workforce and continuous learning culture
• Equal employment opportunities and reasonable accommodations for individuals with disabilities

Working Hours: Full-time, 40 hours per week, with additional hours as needed to meet deadlines or manage maintenance windows.

🎯 Team & Company Context

🏢 Company Culture

Industry: Aon is a global professional services firm that provides a broad range of risk, retirement, and health solutions. In the context of this role, the focus is on employee benefits and customer support.

Company Size: Aon has approximately 50,000 employees worldwide, making it a large organization with significant resources and opportunities for career growth.

Founded: Aon was founded in 1919 and has a long history of providing risk management, insurance brokerage, and human resources consulting services.

Team Structure:

• The team consists of customer support and administration professionals who handle employee benefits inquiries and claims processing.
• The team is led by a Client Team Leader who oversees operational aspects of service delivery.
• The team works closely with cross-functional teams, including technical support and system enhancement teams.

Development Methodology:

• The team follows Agile methodologies, with regular sprint planning and collaboration to ensure efficient service delivery.
• Code review, testing, and quality assurance practices are in place to maintain high standards of work.
• Deployment strategies, CI/CD pipelines, and server management are handled by dedicated technical teams.

Company Website: Aon Corporation

📝 Enhancement Note: Aon's global presence and extensive resources provide ample opportunities for professional growth and development within the organization.

📈 Career & Growth Analysis

Web Technology Career Level: This role is an intermediate-level position in the customer support and administration field, requiring a balance of technical and interpersonal skills.

Reporting Structure: The Executive, Customer Support role reports directly to the Client Team Leader, who oversees the operational aspects of service delivery.

Technical Impact: This role has a direct impact on the quality and timeliness of customer support and claims processing, ensuring that clients' Japan employees receive the assistance they need to manage their benefits effectively.

Growth Opportunities:

• Career Progression: With at least 2 years of experience, candidates in this role can expect to progress to senior customer support or team leadership positions within 3-5 years.
• Technical Skill Development: Opportunities exist for candidates to develop their technical skills in areas such as process improvement, system enhancement, and project management.
• Leadership Development: As the role involves leading and managing a team, candidates can expect to develop their leadership and management skills over time.

📝 Enhancement Note: Aon's large size and diverse range of services provide numerous opportunities for career progression and skill development within the organization.

🌐 Work Environment

Office Type: Aon's Singapore office is a modern, collaborative workspace designed to facilitate team interaction and productivity.

Office Location(s): The Singapore office is located in the SGX Centre 1 building at 2 Shenton Way, #26-01, SGX Centre 1, Singapore 068804.

Workspace Context:

• The workspace is designed to encourage collaboration and teamwork, with open-plan areas and dedicated meeting spaces.
• Each employee has access to multiple monitors and testing devices to ensure efficient work and effective communication with clients.
• The team works closely with cross-functional teams, including technical support and system enhancement teams, to ensure seamless service delivery.

Work Schedule: The work schedule is typically Monday to Friday, 9:00 AM to 6:00 PM, with additional hours as needed to meet deadlines or manage maintenance windows. The team follows a flexible work arrangement, with opportunities for remote work and hybrid work arrangements available.

📝 Enhancement Note: Aon's flexible work arrangements and commitment to work-life balance make it an attractive employer for customer support and administration professionals seeking a supportive and inclusive work environment.

📄 Application & Technical Interview Process

Interview Process:

1. Phone Screening: A brief phone or video call to assess communication skills and cultural fit.
2. Face-to-Face Interview: An in-depth interview to discuss the role, team dynamics, and career growth opportunities. This may include a case study or scenario-based assessment.
3. Final Decision: A decision is made based on the candidate's skills, experience, and cultural fit.

Portfolio Review Tips (N/A - Not Applicable for this role):

Technical Challenge Preparation (N/A - Not Applicable for this role):

ATS Keywords: Customer Support, Administration, Employee Benefits, Japanese Language, English Language, Communication Skills, Interpersonal Skills, Microsoft Suite, Process Improvement, Teamwork, Problem Solving, Technical Support, CRM Software, Customer Relationship Management, Service Delivery, Agile Methodologies, Quality Assurance, Career Growth, Work-Life Balance, Inclusive Work Environment.

📌 Application Steps

To apply for this Executive, Customer Support position at Aon:

1. Submit your application through the Aon careers portal.
2. Customize your resume to highlight your relevant customer support and administration experience, as well as your proficiency in Japanese and English.
3. Prepare for the phone screening and face-to-face interview by researching Aon's company culture, mission, and values.
4. Demonstrate your problem-solving skills and commitment to customer service during the interview process.

📝 Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Aon before making application decisions.