Customer Solutions Representative

This is a fully remote position, open to applicants in India.

📋 Description

• Manage incoming consumer calls, chats, and emails.

• Address product, order, warranty, and service queries with an emphasis on resolving issues during the first contact.

• Record customer interactions and results in CRM and internal systems.

• Independently navigate complex or escalated customer situations by utilizing company policies.

• Act as the primary point of contact for inquiries regarding Masco Canada product offerings.

• Assist consumers with inquiries related to pricing, specifications, troubleshooting, repairs, installations, product features, options, proof of delivery, warranty, and purchase location.

• Implement warranty policies and procedures and handle requests appropriately.

• Maintain product knowledge through continuous training.

• Review and follow up on consumer-related communications in shared and personal mailboxes.

• Refer issues to the technical team and escalate to supervisors as necessary.

• Report and document potential quality or compliance concerns.

• Ensure adherence to the Masco Canada Product Compliance Management System.

• Perform approximately 30% to 40% calling duties as part of a blended process.

• Enter consumer warranty orders from calls, chats, and emails.

• Conduct order management tasks, including reports and analyses.

• Support the review of the open order book.

• Assist in the on-the-job training and development of department personnel.

• Report to the Customer Solutions Supervisor or Manager.

⛳️ Requirements

• 2–4 years of experience in a customer service, customer solutions, or contact center setting.

• 1–3 years of experience in handling inbound consumer-related calls, chats, and email inquiries.

• Exceptional English communication skills, both verbal and written.

• Experience in high-volume, multi-channel support involving phone, chat, and email.

• Strong problem-solving abilities and de-escalation skills.

• High level of proficiency with systems and keen attention to detail.

• Capability to utilize a computer for up to 8.5 hours daily.

• Proficiency in MS Office applications: Outlook, Excel, Word, and PowerPoint.

• Strong communication experience with international teams and familiarity with remote working protocols, virtual collaboration tools, cross-time-zone collaboration, and communication practices.

• Ability to work independently and prioritize tasks effectively.

• Broadband availability of at least 30 MBPS from an accepted national service provider such as Jio, Tata, Airtel, or Hathway Fiber.

• A quiet, dedicated home office space with room for two monitors and one laptop.

• Must ensure a safe and secure setup and use of company IT assets.

• A graduation degree in any field.

• Required proficiency in the English language.

🏝️ Benefits

• Company-provided necessary equipment, including one or two monitors, one laptop, and supporting accessories.

• Permanent remote work arrangement.

• Ongoing training sessions.

• Opportunities for skill assessment and on-the-job training and development.