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.

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"
• Learn new systems, products, processes, and policies

• You're fluent 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; work with a sense of urgency; demonstrate timely and thorough execution
• Professional attitude with adaptability and flexibility to cope with changes and challenges effectively

• Familiarity with Atlassian's suite of product, experience using Jira or Confluence an advantage
• You have a proven ability to deliver projects, from concept to execution
• You have demonstrated talent at inspiring change from customer feedback