FetchJobs.co
Company:
https://www.linkedin.com/company/fetchjobs-co
Industries: Technology, Information and Media
Job details:
About The Company
Masco Home Products India (MHPI) is a fully owned subsidiary of Masco Corporation, headquartered in Livonia, Michigan. The company strives to be recognized as a global leader in delivering exceptional business services driven by a culture of excellence, innovation, and customer-centricity. MHPI aims to develop streamlined, efficient, and simple business solutions that enhance internal operations and foster strong partnerships with its internal clients. As part of Masco Corporation, MHPI benefits from a robust global network, leveraging industry-leading brands and innovative product offerings to create value for customers and stakeholders alike.
About The Role
The Customer Service Representative (CSR) at MHPI plays a vital role in maintaining high levels of customer satisfaction by providing timely and accurate information regarding the delivery of spa products purchased online. Reporting directly to the Manager of Customer Experience in the US, the CSR will be responsible for conducting outbound communication via calls and emails to update customers on their order status, address inquiries, and manage expectations throughout the delivery process. This role requires excellent communication skills, a professional attitude, and the ability to work remotely within a dynamic and fast-paced environment. The CSR will serve as a key point of contact for customers, ensuring their experience is smooth, informative, and positive, thereby fostering trust and loyalty towards the brand.
Qualifications
The ideal candidate must possess a minimum of a Bachelor's degree from a recognized institution. Prior experience of 1-2 years in customer service, particularly within inbound or outbound call centers, is preferred. Candidates should demonstrate proficiency in English communication, both verbal and written, with the ability to handle customer inquiries professionally. Familiarity with remote working protocols, virtual collaboration tools, and cross-time-zone communication is essential. The candidate should have strong computer skills, including proficiency in MS Office applications such as Outlook, Excel, Word, and PowerPoint. Excellent telephone etiquette, a positive attitude, and the ability to remain calm under pressure are critical attributes for success in this role.
Responsibilities
- Conduct outbound calls and emails to customers who have purchased a spa online, providing them with detailed information and setting clear expectations regarding the delivery process.
- Explain and clarify aspects related to spa delivery, including requirements, recommendations, and available resources to ensure customer understanding.
- Track and report on delivery statuses, maintaining accurate records to measure program success and identify areas for improvement.
- Collaborate with the AHS Customer Care team to escalate and resolve complex or unresolved customer issues promptly.
- Respond to basic product-related questions, demonstrating thorough knowledge of the products and delivery procedures.
- Adhere strictly to company policies, procedures, and quality standards during all customer interactions.
- Perform additional duties as assigned to support the overall customer experience and team objectives.
Benefits
MHPI offers a comprehensive benefits package designed to support employee well-being and professional growth. Employees will receive competitive salary packages aligned with market standards, along with performance-based incentives. The organization provides a supportive remote work environment, including necessary IT assets such as monitors, laptops, and accessories, to facilitate efficient and secure work practices. Opportunities for ongoing training and development are available to enhance skills and career progression. Additionally, MHPI promotes a healthy work-life balance through flexible work hours and a collaborative virtual team culture. Employees also benefit from exposure to a global organization, gaining valuable experience in international customer service operations.
Equal Opportunity
MHPI is committed to creating an inclusive and diverse workplace. We provide equal employment opportunities to all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity, age, disability, or any other protected characteristic. Our hiring practices are based solely on merit, qualifications, and business needs. We believe that a diverse workforce fosters innovation, enhances performance, and reflects the communities we serve. MHPI encourages candidates from all backgrounds to apply and join our dynamic team dedicated to excellence and customer satisfaction.
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