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Customer Solutions Representative

RepresentativeGeneralFull TimeRemoteMid LevelTeam 10,001+Since 1929H1B SponsorCompany SiteLinkedIn

Location

India

Posted

3 days ago

Salary

0

Seniority

Mid Level

Bachelor Degree2 yrs expEnglish

Job Description

Customer Solutions Representative

Masco Corporation

• 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. • Entry of consumer warranty orders required from an incoming call, chat, or email • Order management tasks, not limited to reports and analysis

Job 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)
  • 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
  • Graduation degree in any field.

Benefits

  • 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. This setup is non-negotiable and essential to ensure uninterrupted workflow, secure data handling, and effective collaboration. Candidates who do not meet this requirement will not be considered.

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