[Hiring] Customer Solutions Representative @Masco

Role Description

The Customer Solutions Representative (Consumer) is an experienced, high-performing frontline role responsible for delivering exceptional service to MHPI Consumer customers across phone, chat, and email channels. The role remains fully customer-facing, with added responsibilities focused on providing assistance to customers and acting as the initial point of contact for consumer-related inquiries and actions pertaining to all Masco Canada product offerings.

Qualifications

• Graduation degree in any field.

Requirements

• 2–4 years of experience in a customer service, customer solutions, or contact center environment.
• Excellent English communication skills, both verbal and written.
• Strong communication experience with international teams, well-versed with remote working protocols, including virtual collaboration tools, cross-time-zone and best communication practices.
• Ability to use a computer for 8.5 hours per day.
• Ability to use MS Office applications (Outlook, Excel, Word, and PowerPoint).
• 1-3 years’ experience in inbound consumer-related call, chat, and email inquiries.
• Proven ability to handle high-volume, multi-channel support (phone, chat, email).
• Strong problem-solving and de-escalation skills.
• High level of system proficiency and attention to detail.
• Demonstrated professionalism, accountability, and customer-first mindset.

Benefits

• CTC: As per market standards.
• Work Hours: Total 9 hrs (8:30 hrs working + 30 min break).
• Shift: 06:00 pm - 03:00 am IST - no rotation.

Primary Responsibilities

• Handle inbound calls, chats, and emails from Consumer customers with professionalism and empathy.
• Resolve product, order, warranty, and service inquiries with a strong focus on first contact resolution.
• Accurately document interactions and outcomes in CRM and internal systems.
• Navigate complex or escalated customer situations independently, applying sound judgment and company policy.
• Maintain strong performance across quality, productivity, and customer satisfaction metrics.
• Initial point of contact for consumer-related inquiries and actions pertaining to all Masco Canada product offerings.
• Assist the consumer through the administration of our warranty policies and procedures and action the request appropriately.
• Maintain a good level of understanding and knowledge of our product offering and its functions through ongoing training sessions.
• Responsible for the timely review and follow-up of all consumer-related calls, emails, and chats located within the general Customer Service mailbox, as well as personal mailbox.
• Refer calls or emails to the technical team as required. Escalate to supervisor when applicable.
• Report & document any potentially quality or compliance issues for Performance Management.
• Ensure compliance with the Masco Canada Product Compliance Management System.
• This will be a blended process with prime focus on calls. The role will involve approximately 30% to 40% calling responsibilities.

Order Management

• Entry of consumer warranty orders required from an incoming call, chat, or email.
• Order management tasks, not limited to reports and analysis.
• Support open order book review.
• Assist with on-the-job training and development of new & existing department employees.
• Other duties as assigned.

Preferred Skills

• Experience supporting Consumer customers in a product-driven or service organization.
• Accuracy and attention to detail a must.
• Positive attitude and strong work ethics.
• Ability to prioritize and work without supervision.
• Effective Team Player.
• Good working knowledge of JDE system.
• Experience with International teams preferred.

Other Mandatory Requirement

• Must Have Broadband Availability: Minimum 30 MBPS - Only connections from national service providers such as Jio, Tata, Airtel, or Hathway Fiber are acceptable.
• Home Office Setup (Mandatory):
  • Working space to accommodate two monitors + 1 laptop (necessary equipment will be provided + additional tools - role if any).
  • The candidate must have access to a quiet and dedicated home office environment that supports productive remote work.
• IT Asset Arrangement:
  • All necessary equipment (based on role) - including one/two monitors, one laptop, and supporting accessories will be provided by the company.
  • Candidates must ensure safe and secure setup and usage of these assets.