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)

Disclaimer:
It has come to our attention that there have recently been some employment scams that have utilized reputable companies’ names, including ours, to solicit personal information as part of a fraudulent hiring scam. Please note that all of our open positions are posted at https://jobs.masco.com and any role not posted there is not a role we have open. If you are seeking a position at Masco Corporation, we recommend that you call us directly at 313-274-7400 if you have any questions about our hiring process, need to verify a Masco job posting or offer or need to speak with a Masco representative directly.

Company

Masco Home Products India (the “Company”) is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Masco Corporation is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English & Spanish
E-verify Right to Work Poster: English, Spanish