Aputure is one of the fastest-growing cinema technology companies. Our equipment has emerged a global newcomer to watch for with hundreds of thousands of Aputure lights now being used on film sets worldwide. Beyond just products, our marketing team also works in a way that is equally visionary. Electing to create communities and content for filmmakers rather than advertisements, the Aputure A-Team is composed of like-minded creatives that genuinely enjoy working with filmmakers every day.
About Us:
We are a leading manufacturer of professional lighting solutions tailored for the film and entertainment industry. Our products are known for their quality, durability, and innovation, serving professionals globally. As we continue to grow and expand our reach, we are looking for a Senior Customer Service Representative to join our dynamic team.
Job Summary:
As a Senior Customer Service Representative, you will play a crucial role in maintaining our reputation for exceptional customer service. You will be responsible for handling regional service and support tickets, ensuring that our customers receive timely, accurate, and professional assistance. This role requires close collaboration with our counterparts based in Shenzhen, China, to provide seamless support.
Key Responsibilities:

• Manage and resolve regional service and support tickets with efficiency and accuracy.
• Collaborate closely with the team in Shenzhen, China, to ensure global standards are met and to facilitate international customer support.
• Uphold the company's customer service policies and procedures, ensuring high levels of customer satisfaction.
• Provide technical support and guidance to customers, addressing their concerns regarding our professional lighting products.
• Monitor customer feedback and collaborate with the product development team to improve products and services.
• Develop and maintain in-depth knowledge of the company's products and stay updated on industry trends.
• Train and mentor junior customer service representatives, fostering a culture of learning and continuous improvement.
• Handle critical issues with a solution-oriented approach, ensuring that all customer interactions are handled professionally and with empathy.

Requirements:

• 3-5 years of proven experience as a Customer Service Representative in a technical or high-end product environment, preferably in lighting for the film or entertainment industry.
• Exceptional communication and interpersonal skills, with the ability to interact effectively with a diverse range of clients and team members.
• Strong problem-solving skills and the ability to think critically under pressure.
• High level of coachability, curiosity, and adaptability, particularly in high volume, fast-paced environments.
• Attention to detail and a strong adherence to company-defined customer service policies.
• Willingness to work flexible hours to accommodate international collaboration.
• Fluency in English is required; proficiency in Mandarin is a strong plus.
• Bachelor's degree or equivalent experience in a relevant field.

The hourly base pay rate for this role is $30 - $35/hour
Our mission is to make filmmaking better, more creative, and accessible for all. Ensuring a diverse and inclusive workplace where we learn from each other is core to Aputure's values. We welcome people of different backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer and strive to be the most supportive workplace.