Customer Solutions Representative; Consumer

Position: Customer Solutions Representative (Consumer)
Job Description

About Us
Masco Home Products India (MHPI)

is a fully owned subsidiary of

Masco Corporation , headquartered in Livonia, MI. The vision of MHPI is to be recognized as a world-class Global Business Services organization driven by the desire for excellence in its people, business solutions, execution, and partnerships with internal customers to develop “Lean and Simple” business solutions.

Headquartered in Livonia, Michigan, Masco Corporation is a global leader in the design, manufacture and distribution of branded home improvement and building products. Our portfolio of industry-leading brands includes Behr® paint;
Delta® and Hansgrohe® faucets, bath and shower fixtures;
Liberty® branded decorative and functional hardware; and Hot Spring® spas. We leverage our powerful brands across product categories, sales channels and geographies to create value for our customers and shareholders.

For more information about Masco Corporation, please visit:
Masco Corporation,

Masco Home Products India (MHPI)

MHPI (Masco Home Products India) | Linked In

Position Details
Business Unit Supported :

Masco Canada
Website Link:

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
Skill Assessment:

You may be required to complete a skill assessment task prior to interview.

Shift:

06:00 pm - 03:00 am IST - no rotation

Work Hours:

Total 9 hrs (8:30 hrs working+ 30 min break)
CTC:

As per market standards
Notice Period:

(Immediate joiner preferred) candidate serving notice and left with 30 working days’ notice period preferred.

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.
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…