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Job Category
Customer Success
Job Details
About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.
＊本職種は障害者手帳をお持ちの方を対象としています。
Slackでは、カスタマーエクスペリエンス（CX）が当社の成功に不可欠であると考えています。本ポジションでは、日々のコミュニケーションにSlackを利用するお客様に対し、快適かつ生産的な体験を提供し、お客様を成功に導くためのサポートを行っていただきます。
一般的なテクニカルサポート業務に加えて、お客様のプラン導入検討や請求に関するサポートなど、幅広い業務でご活躍いただけるポジションです。
**業務内容 (What you’ll be doing): **
日本のお客様からの問い合わせに対し、メールやチャットで丁寧かつ正確に、タイムリーに対応する（※サポートは日本語がメインですが、社内コミュニケーション等で英語を使用する場合があります）。
導入検討・請求関連のサポート業務
- Slackの導入や有料プランへのアップグレードを検討中のお客様に対するご案内やプラン選びのアドバイス。
- NPO法人および教育機関向けプログラムに関するご案内。
- チェックアウト時や有料プラン購入時の技術的、または請求に関するサポート（領収書・請求書の発行、返金リクエスト等の対応を含む）。
多種多様な顧客のリクエストに対し、パーソナライズされた思慮深い回答を作成する。
顧客の問題の傾向を把握し、チームに共有する。
エンジニアリングチームのためにバグを特定し、文書化する。
製品開発チームや QA チームと協力し、有意義な顧客フィードバックを提供する。
チームの目標達成や成功に向けて積極的に貢献し、知識の共有やドキュメント作成の補助を行う。
必須要件 (What you should have):
日本語スキル: 流暢な日本語能力（スピーキング、リーディング、ライティング）。
英語スキル: 基礎的な英語の読み書きができる方（TOEIC700点程度、社内ツールやマニュアルの読み込みで翻訳ツールを活用できれば可）。
経験・スキル: 基本的な PC 操作スキル（Windows または Mac OS）。
マインドセット:
- カスタマーサポートに対する強い思いやりと情熱があり、お客様をサポートすることに喜びを感じられること。
- 細部への注意力と、問題解決に取り組む前向きな姿勢があること。
- テクノロジーやソフトウェアに対して好奇心を持ち、学習意欲があること。
- チームプレイヤーとして他者を尊重し、柔軟に環境の変化に適応できること。
- 変化の速い環境を楽しみ、臨機応変に対応できる方
- 限られた時間の中で、着実にアウトプットを出せる方
歓迎要件 (Bonus Points):
- テクニカルサポート、ヘルプデスク、またはカスタマーサポートの実務経験（Web ベースのソフトウェアであれば尚可）。
- 英語でのビジネスレベルのコミュニケーション能力（口頭および書面）、または韓国語のスキル。
- OAuth、シングルサインオン（SSO）、ソフトウェア開発ライフサイクル、ネットワークに関する基礎知識。
- API の動作知識（cURLツールの使用経験など）、または Java、JavaScript、Python などのプログラミング言語に関する知識。
- 多国籍の同僚とグローバルな環境で働いた経験。
＊選考にあたって合理的配慮が必要な方はこちらのEmailアドレス宛にお知らせください。 pwd@salesforce.com
*This position is open to individuals with a government-issued disability certificate.
At Slack, we consider Customer Experience essential to our success. In this role, you will support customers who rely on Slack for their day-to-day communication, making them successful and ensuring their experience is a pleasant and productive one.
In addition to standard technical support, you will play a key role across a wide range of areas, including assisting customers with plan adoption/upgrades and billing inquiries.
**What you’ll be doing: **
Effectively resolve enquiries from our Japanese customers via Email and Chat in a considerate, accurate, and timely manner (Supporting customers in Japanese will be the main focus, but you may occasionally use English for internal communications.).
Support for Plan Evaluation & Billing:
- Advise and guide customers who are evaluating Slack and considering upgrading to a paid plan.
- Provide guidance regarding Slack's Nonprofits and Education programs.
- Provide technical or billing support during checkout or while purchasing a paid plan (including issuing receipts/invoices and processing refund requests).
Compose thoughtful, personalized responses for a variety of customer requests.
Triage incoming requests and spot trends in customer issues to flag for the wider team.
Identify and document bugs for our engineering teams.
Collaborate with the product development and QA teams to provide meaningful customer feedback.
Make active contributions to help achieve team goals and successes, and share knowledge and aid in documentation.
**What you should have: **
Japanese Skills: Fluency in Japanese (speaking, reading, and writing) is required.
English Skills: Basic English reading and writing skills (TOEIC 700+,_ _using translation tools for reading internal tools and manuals is acceptable).
Experience/Skills: Basic PC operation skills (Windows or Mac OS).
Mindset:
- You care deeply and genuinely about customer support and find joy in helping customers.
- You have a keen attention to detail and a positive, problem-solving attitude.
- You are curious about technology and software and have a strong desire to learn.
- You are a phenomenal team player who respects others and is open to adapting to changing environments.
- Ability to thrive in a fast-paced environment.
- Adept at managing tight deadlines and competing priorities.
Bonus Points
- Practical experience in technical support, help desk, or customer support (specifically with customer support for a web-based software is a plus).
- Business-level proficiency in English (both verbal and written), or proficiency in Korean.
- Basic knowledge of OAuth, Single Sign On (SSO), software development life cycle, and network.
- Working knowledge of APIs (e.g., using cURL tools), or coding knowledge in programming languages such as Java, JavaScript, or Python.
- You have experience working in a global environment with colleagues in multiple countries.
If you require reasonable accommodations during the recruitment process, please let us know by emailing pwd@salesforce.com.
Unleash Your Potential
When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.
Accommodations
If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.
Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.
Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.