Customer Care Agent

We inspire people to achieve great things together. Our mission is to help organizations unlock the power of inspirational communication. Our award-winning communications channels - intranet, employee app and email - deliver experiences that drive engagement and inspire hearts and minds.

We're headquartered in Chemnitz, Germany, with offices in many locations throughout the world, including New York, London, Berlin and Dresden. Our international team counts more than 750 employees from 45+ nationalities and we have a growing base of 2200+ customers that want to transform their employee experience. We are rapidly scaling, post-Series E ($115 million funding), have strong-growing revenue, and our customers love us.

We are growing our Customer department Staffbase is looking for a Japanese speaking Customer Care Agent in our Sydney office. In this role, you will mainly focus on supporting our customers with all kinds of inquiries to ensure the customers' ongoing satisfaction. With your deep product knowledge, you will be in direct contact with our customers and other internal teams, primarily with Development and Customer Success Management departments.

Important: This is a hybrid role. Core in-office days in our Sydney office are Tuesdays-Thursdays, and it is expected that folks will be in the office at least 2 days per week during core days.

What you'll be doing

• Provide outstanding customer service mainly via phone, email, and in the future, also live chat
• Answer general queries, after-sales requests, product, and technical inquiries
• Take ownership of the support tickets and be responsible for funneling them through all process stages until you find the perfect solution
• Investigate potential bugs and errors, escalate if necessary, and inform other parts of the team continuously
• Reaching out proactively to customers who might face an issue to inform them about it

What you need to be successful

• Experience in a customer support role with an ability to talk to customers via phone, email, and live chat
• Working experience in a customer-facing role, and you enjoy interacting with customers on a day-to-day basis
• You are able to communicate on a high level with customers and internal stakeholders, e.g., Sales, Development, and Account Management
• General understanding of how HTML/CSS works
• Excellent communication skills with fluency in Japanese and English
• You are a motivated team player with passion, humor, and enthusiasm, who enjoys working in an international and diverse environment
• You are a tech and smartphone-savvy person
• Experience with a ticket system (e.g. Zendesk) and live-chat system (e.g. Intercom) is a big plus

• Competitive Compensation - we offer attractive salary packages including LTIP (unit-based Long Term Incentive Plan)
• Flexibility - we offer flexible working time models and the option of hybrid work, and support this with a yearly flex work allowance of $2400 AUD
• Growth Budget - all employees get a yearly budget for external training of $1600 AUD , and one day off for growth per year (increase to two days in 2nd year)
• Recharge - with 31 vacation days annually (incl. one floating holiday), plus pro rata fully paid Fridays off during August
• Wellbeing - Monthly Wellbeing Allowance $60 AUD, from fitness to mental health, hobbies to relaxation
• Support - we're offering support on private health insurance. Parents can get 12 weeks of paid parental leave
• Health - The offices are equipped with fruits, drinks and snacks and ergonomic workplaces
• Volunteers Day - you'll get one day off per year for supporting a social project.
• Employee Referral Program - one of your friends is a fit to one of our full-time openings? Refer them and get a referral bonus paid