Customer Advocate - Japanese Speaking

Working at Atlassian
Atlassians can choose where they work - whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.
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, and simple to complex product plans and pricing questions - resolving customers' sales-related issues quickly and effectively.
If you have experience empathizing with customers, finding solutions to their problems, getting to the bottom of issues, and working collaboratively with others (Play, as a Team), then the Customer Advocate team is the perfect fit for you!
Drawing on specialized billing, licensing, and pricing expertise, Japan Customer Advocates collaborate with the Japan sales team and partner organizations to deliver seamless sales support and an exceptional customer experience across the Japan market.
In this role you'll get to:

• Use your sales operations or sales support 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, and processes, and policies

On your first day, we'll expect you to have:

• 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). You will need to communicate with other peers in English, and read internal documents in English
• Ability to work under pressure and remain flexible to changing schedules and demands
• Robust multitasking skills (e.g. able to log calls and interact with customer simultaneously) 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

It's great, but not required if you have:

• 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

Our perks & benefits
Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefits to learn more.
About Atlassian
At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.
We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.
To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.
To learn more about our culture and hiring process, visit go.atlassian.com/crh .