Customer Solutions Representative

Job Summary

• Reports to: Customer Solutions Supervisor / Manager
• 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 provide assistance to customers and act as initial point of contact for consumer related inquiries and action pertaining to all Masco Canada product offerings.

Position Details

• Business Unit Supported: Masco Canada
• Position: Customer Solutions Representative (Consumer)
• Location: India (Permanent Remote)
• Job Type: Permanent
• Experience Required: 2-4 years of experience in a customer service, customer solutions, or contact center environment phone, chat, email etc with product-driven or service organization
• Shift: 06:00 pm - 03:00 am IST - no rotation
• Work Hours: Total 9 hrs (8:30 hrs working+ 30 min break)
• Notice Period: Immediate joiner preferred; candidate serving notice and left with 30 working days notice period preferred.
• Skill Assessment: You may be required to complete a skill assessment task prior to interview.

Primary Responsibilities

• Customer Support (Primary Focus)
• 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 action pertaining to all Masco Canada product offerings.
• Inquiries include, but are not limited to, pricing, specification questions, troubleshooting, repair and installation, features and benefits, product options, proof of delivery, warranty and where to purchase.
• 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 in order to effectively answer consumers inquiries.
• 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.

Key Skills Required

• 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)
• 2-4 years of experience in a customer service, customer solutions, or contact center environment
• 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

Must Have Technical Skills

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. Local or unverified internet providers are not aligned with MHPI IT policy and should not be used for official work.
• 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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.