Customer Solutions Representative

Masco Corporation

. Handle inbound consumer customer 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 inbound inquiries across multiple channels while ensuring compliance with company policies and procedures.

Highest-signal resume keywords

Customer Service ExperienceInbound Call ManagementProblem-Solving SkillsMS Office ProficiencyEnglish Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Interaction DocumentationOrder ManagementWarranty AdministrationProduct Knowledge MaintenanceHigh-Volume Support

Soft Skills

Attention to DetailDe-Escalation SkillsAbility to Work IndependentlyTask Prioritization

Tools & Technologies

CRM SystemsVirtual Collaboration ToolsMS OutlookMS ExcelMS WordMS PowerPoint

Industry Keywords

Consumer InquiriesProduct Compliance ManagementTechnical Team ReferralRemote Working ProtocolsCross-Time-Zone Collaboration

About the role

Key responsibilities & impact

Handle inbound consumer customer 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
Navigate complex or escalated customer situations independently using company policy
Serve as the initial point of contact for inquiries about Masco Canada product offerings
Assist consumers with pricing, specifications, troubleshooting, repair and installation, product features, product options, proof of delivery, warranty, and purchase-location inquiries
Administer warranty policies and procedures and action requests appropriately
Maintain product knowledge through ongoing training
Review and follow up on consumer-related calls, emails, and chats in shared and personal mailboxes
Refer issues to the technical team and escalate to supervisors when required
Report and document potential quality or compliance issues
Ensure compliance with the Masco Canada Product Compliance Management System
Perform approximately 30% to 40% calling responsibilities in a blended process
Enter consumer warranty orders from calls, chats, and emails
Perform order management tasks, including reports and analysis
Support open order book review
Assist with on-the-job training and development of department employees
Report to the Customer Solutions Supervisor or 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 with high-volume, multi-channel support using phone, chat, and email
Strong problem-solving and de-escalation skills
High level of system proficiency and attention to detail
Ability to use a computer for 8.5 hours per day
Ability to use 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 without supervision and prioritize tasks
Broadband availability of at least 30 MBPS from an accepted national service provider such as Jio, Tata, Airtel, or Hathway Fiber
Quiet, dedicated home office environment with space for two monitors and one laptop
Must ensure safe and secure setup and usage of company IT assets
Graduation degree in any field
English language proficiency required

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
Skill assessment and on-the-job training and development opportunities