Customer Care Representative

Masco Home Products India is a subsidiary of Masco Corporation, a global leader in the design, manufacture and distribution of branded home improvement and building products. Its portfolio of plumbing and decorative architectural products, sold under industry-leading brands, enhances the way consumers all over the world experience and enjoy their living spaces. For more information about Masco, visit www.masco.com. 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 HotSpring® 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, visit www.masco.com. We have over 18,000 employees across the globe with 28 manufacturing facilities in North America and 10 globally. Business Unit Supported: MASCO CANADA Website: - https://www.mascocanada.com/ • Position: Customer Care Representative • Location: India (Permanent Remote) • Job Type: Permanent • Experience required: 1-3 years' experience in inbound consumer related call, chat and email inquiries. • Assessment Test: (based on role requirement) will be required to take a skill assessment test prior interview. • Shift: 06:00pm – 03:00am IST (Rotational weekend working with two weekly off on weekdays) • Work hours- total 9 hrs (8.5 hrs working+ Half an hour meal break) • CTC: As per market standards • Notice period: (Immediate joiner preferred) candidate serving notice with 30 working days notice period preferred. • Must have Broadband availability: Min 30 MBPS (national service provider JIO/TATA/Airtel Hathway etc) • Important: Access to a quiet home office environment with above mentioned broadband availability and working space to accommodate two monitors +1 Laptop. (based on role requirement) Job Summary: • This position is responsible for the accurate and timely response to all inbound consumer related call, chat and email inquiries that pertain to our Masco Canada product offering. Primary Responsibilities: Inbound Calls, Chats and Emails • 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 issues for Performance Management • Ensure compliance with the Masco Canada Product Compliance Management System • This will be a blended process with prime focus on calls Order Management • Entry of consumer warranty orders required from an incoming call, chat, or email • Order management tasks, not limited to reports and analysis • Support open order book review • Assist with on-the-job training and development of new & existing department employees. • Other duties as assigned. Must Have Skills: • Excellent English communication skills, both verbal and written. • 1-3 years' experience in inbound consumer related call, chat and email inquiries. • Accuracy and attention to detail a must • Positive attitude and strong work ethics • Ability to prioritize and work without supervision • Effective Team Player • Proficient in Microsoft Office and computer applications, with above average Excel skills Preferred Skills: • Excellent understanding of all Masco Canada product offerings • Good working knowledge of JDE system • Experience with International teams preferred Education: • Any Graduation (Must)

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 HotSpring® 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, visit www.masco.com. We have over 18,000 employees across the globe with 28 manufacturing facilities in North America and 10 globally.