Customer Solutions Representative

Masco Corporation

. Handle inbound consumer calls, chats, and emails .

Posted 9/22/2026full-timeRemote • IndiaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills with a focus on first-contact resolution, effective communication, and problem-solving abilities. Proficient in managing multi-channel support and maintaining compliance with product management systems.

Highest-signal resume keywords

Customer Service ExperienceInbound Call HandlingMS Office ProficiencyProblem-Solving SkillsAttention to Detail

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Interaction DocumentationOrder ManagementWarranty ProcessingCRM System NavigationData Reporting and Analysis

Soft Skills

Excellent Communication SkillsTeam CollaborationProfessionalismAccountabilityDe-Escalation Skills

Tools & Technologies

CRM SoftwareMS OutlookMS ExcelMS WordMS PowerPoint

Industry Keywords

Consumer SupportProduct ComplianceContact Center EnvironmentHigh-Volume SupportRemote Work

About the role

Key responsibilities & impact

Handle inbound consumer calls, chats, and emails
Resolve product, order, warranty, and service inquiries with a focus on first-contact resolution
Document customer interactions and outcomes in CRM and internal systems
Independently navigate complex or escalated customer situations
Serve as the initial point of contact for inquiries about Masco Canada products
Assist consumers with warranty policies, procedures, and requests
Maintain product knowledge through ongoing training
Review and follow up on consumer-related calls, emails, and chats in shared and personal mailboxes
Refer matters to the technical team and escalate to supervisors when appropriate
Report and document potential quality or compliance issues
Ensure compliance with the Masco Canada Product Compliance Management System
Perform approximately 30%–40% calling responsibilities in a blended process
Enter consumer warranty orders from calls, chats, and emails
Perform order management, reporting, and analysis
Support open order book reviews
Assist with on-the-job training and development of department employees
Report to the Customer Solutions Supervisor / Manager

Requirements

What you’ll need

2–4 years of experience in a customer service, customer solutions, or contact center environment
1–3 years’ experience in inbound consumer-related call, chat, and email inquiries
Excellent English communication skills, verbal and written
Experience communicating with international teams and working remotely across time zones
Ability to use a computer for 8.5 hours per day
Proficiency in MS Office applications: Outlook, Excel, Word, and PowerPoint
Ability to handle high-volume, multi-channel support across phone, chat, and email
Strong problem-solving and de-escalation skills
High system proficiency and attention to detail
Demonstrated professionalism, accountability, and customer-first mindset
Ability to prioritize and work without supervision
Ability to work effectively as a team player
Broadband availability of at least 30 MBPS from an accepted national provider such as Jio, Tata, Airtel, or Hathway Fiber
Quiet, dedicated home office capable of accommodating two monitors and one laptop
Graduation degree in any field
Candidates must ensure safe and secure setup and usage of company IT assets
Immediate joiner preferred; candidates serving notice with 30 working days’ notice period preferred

Benefits

Comp & perks

Necessary equipment provided by the company, including one/two monitors, one laptop, and supporting accessories
Permanent remote work arrangement
Ongoing training sessions
Full-time permanent employment