Job Description
One part brand champion and one part problem-solving guru, Customer Advocates are passionate about helping Customers. As a Customer Advocate, you will focus on resolving licensing, pricing, and account management issues for new and existing customers (and provide an incredible customer experience while you're doing it).
If you love putting yourself in your customer's shoes (no matter how big or small), enjoy resolving problems, identifying root causes of issues, and thrive Play(ing) as a Team, the Customer Advocate team is the role for you.
Making use of the expertise and collaborating with Japan sales team and the partner teams, Japan Customer Advocates assist their sales activities in Japan.
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
On your first day, we'll expect you to have:
- 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
It's great, but not required if you have:
- 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
Our perks & benefits
To support you at work and play, our perks and benefits include ample time off, an annual education budget, paid volunteer days, and so much more.
About Atlassian
The world's best teams work better together with Atlassian. From medicine and space travel, to disaster response and pizza deliveries, Atlassian software products help teams all over the planet. At Atlassian, we're motivated by a common goal: to unleash the potential of every team .
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.
