[Hiring] Customer Advocate - Japanese Speaking @Atlassian

Role Description

One part brand champion and one part problem-solving expert, Customer Advocates are passionate about helping customers by providing an incredible experience. Our team handles inquiries related to:

• Billing
• Payments
• Account and subscription management
• Account access
• Simple to complex product plans and pricing questions

In this role you'll get to:

• Use your sales experience and a strong background in B2B or B2C customer service to provide exceptional customer engagement through chat, email, and phone channels.
• Understand the customer buyer journey and provide billing and licensing support including quoting and pricing calculation.
• Deliver a consistently excellent customer experience and demonstrate value to customers by adopting a sales and customer-focused mindset, with balance.
• Funnel key customer feedback throughout the organization and drive internal process, policy, automation improvements to improve the support experience for internal advocates and our customers.
• Work collaboratively with a geographically dispersed team and other departments to ensure a seamless customer experience.
• Be flexible enough to adjust on the fly and always strive to live the value of “Don’t #@!% the customers.”
• Acquire knowledge of new systems, products, processes, and policies.

Qualifications

• Fluency in Japanese and English.
• Extensive background providing sales support through various channels such as email, phone, and chat.
• Strong customer service skills with a knack for empathy, use of positive language, attentiveness, and effective listening.
• A native level of spoken Japanese language communication skills with the ability to convey technical issues in non-technical terms.
• Ability to read and write in English (equivalent to TOEIC 740).
• Ability to work under pressure and remain flexible to changing schedules and demands.
• Robust multitasking skills with strong attention to detail.
• A positive attitude, a sense of urgency, and timely, thorough execution.
• Professional attitude with adaptability and flexibility to cope with changes and challenges effectively.

Requirements

• Familiarity with Atlassian's suite of products; experience using Jira or Confluence is an advantage.
• A proven ability to deliver projects, from concept to execution.
• Demonstrated talent for inspiring change from customer feedback.

Benefits

• Health coverage.
• Paid volunteer days.
• Wellness resources.
• And much more.