Senior Customer Solutions Representative (consumer)

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 Hot Spring® 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, please visit: Masco Corporation, www.masco.com Masco Home Products India (MHPI) MHPI (Masco Home Products India) | Linked In Position Details Business Unit Supported : Masco Canada Website Link: www.mascocanada.com Position: Senior Customer Solutions Representative (Consumer) Location: India (Permanent Remote) Job Type: Permanent Experience Required: 3–5+ years of experience in a customer service, customer solutions, or contact center environment phone, chat, email etc with product-driven or service organization Skill Assessment: You may be required to complete a skill assessment task prior to interview. Shift: 06:00 pm - 03:00 am IST fixed shift no rotation Work Hours: Total 9 hrs (8:30 hrs working+ 30 min break) CTC: As per market standards Notice Period: (Immediate joiner preferred) candidate serving notice and left with 30 working days’ notice period preferred. Job Summary Reports to: Customer Solutions Supervisor / Manager The Senior Customer Solutions Representative (Consumer) is an experienced, high-performing frontline role responsible for delivering exceptional service to MHPI Consumer customers across phone, chat, and email channels. This position is designed for an individual who demonstrates strong product knowledge, customer advocacy, and operational excellence, while also showing the potential to grow into a future Lead Hand or Supervisor role as the business evolves. The role remains fully customer-facing, with added responsibilities focused on peer support, process improvement, and informal leadership, without formal people management at this stage. Primary Responsibilities Customer Support (Primary Focus) Handle inbound calls, chats, and emails from Consumer customers with professionalism and empathy Resolve product, order, warranty, and service inquiries with a strong focus on first contact resolution Accurately document interactions and outcomes in CRM and internal systems Navigate complex or escalated customer situations independently, applying sound judgment and company policy Maintain strong performance across quality, productivity, and customer satisfaction metrics Senior-Level & Informal Leadership Responsibilities Act as a point of support for peers during daily operations (process questions, system navigation, product guidance) Assist with on-the-floor coaching by reinforcing best practices and quality standards Support onboarding of new hires through job shadowing, knowledge sharing, and role modeling Identify recurring customer issues or process gaps and proactively surface recommendations to leadership Participate in pilot programs, new initiatives, or process changes as a subject matter contributor Step in as a temporary escalation point when supervisors are unavailable (as appropriate) Future Growth Opportunity This role is intended as a development pathway. Based on performance, demonstrated leadership behaviors, and business needs, the position may evolve into a Lead Hand or Supervisor role in the future. Leadership readiness will be assessed through: Consistent performance and reliability Ability to influence peers positively Ownership of outcomes beyond individual metrics Communication, judgment, and accountability Key Skills Required Excellent English communication skills, both verbal and written. Strong communication experience with international teams, well-versed with remote working protocols , including virtual collaboration tools, cross-time-zone and best communication practices. Ability to use a computer for 8.5 hours per day. Ability to use MS Office applications (Outlook, Excel, Word, and Power Point) Must Have “Technical” Skills 3–5+ years of experience in a customer service, customer solutions, or contact center environment Proven ability to handle high-volume, multi-channel support (phone, chat, email) Strong problem-solving and de-escalation skills High level of system proficiency and attention to detail Demonstrated professionalism, accountability, and custome