Customer Solutions Representative

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

📋 Description

• Manage incoming consumer communications via calls, chats, and emails.

• Address inquiries related to products, orders, warranties, and services with an emphasis on resolving issues on the first contact.

• Log customer interactions and outcomes in customer relationship management (CRM) and internal systems.

• Skillfully handle complex or escalated customer situations independently.

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

• Provide assistance to consumers concerning warranty policies, procedures, and requests.

• Keep abreast of product knowledge through continuous training.

• Review and follow up on consumer inquiries in shared and personal mailboxes.

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

• Document and report any potential quality or compliance concerns.

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

• Carry out approximately 30%–40% of calling responsibilities in a blended environment.

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

• Engage in order management, reporting, and analysis.

• Contribute to open order book reviews.

• Support the on-the-job training and development of department staff.

• Report directly to the Customer Solutions Supervisor / Manager.

⛳️ Requirements

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

• 1–3 years of experience handling inbound consumer calls, chats, and emails.

• Exceptional English communication skills, both verbal and written.

• Experience working with international teams and collaborating remotely across different time zones.

• Capability to use a computer for 8.5 hours daily.

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

• Ability to manage high-volume, multi-channel support through phone, chat, and email.

• Strong problem-solving and de-escalation abilities.

• High level of system proficiency and attention to detail.

• Demonstrated professionalism, accountability, and a customer-first approach.

• Aptitude to prioritize tasks and work independently.

• Ability to collaborate effectively as a team player.

• Broadband internet connection of at least 30 MBPS from a recognized national provider such as Jio, Tata, Airtel, or Hathway Fiber.

• A quiet and dedicated home office setup capable of accommodating two monitors and one laptop.

• A degree in any field is required.

• Candidates should ensure the safe and secure setup and usage of company IT assets.

• Preference will be given to immediate joiners; candidates with a notice period of 30 working days will also be considered.

🏝️ Benefits

• Necessary equipment will be provided by the company, including one or two monitors, one laptop, and supporting accessories.

• Permanent remote work arrangement available.

• Access to ongoing training sessions.

• Full-time permanent employment offered.