Customer Service Representative

About the role

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, please visit: Masco Corporation, www.masco.com Masco Home Products India (MHPI) MHPI (Masco Home Products India) | LinkedIn Position Details - Business Unit Supported: Watkins Wellness - Website Link: www.watkinsmfg.com - Position: Customer Service Representative - Location: India (Permanent Remote) - Job Type: Permanent - Experience Required: Min 1-2 years Customer Service experience (Preferably experience Inbound/Outbound Call Center) - Skill Assessment: You may be required to complete a skill assessment task prior to interview. - Shift: 08:30 pm - 05:30 am IST - 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 Manager, Customer Experience (US) Customer Service Representative (CSR) is responsible for conducting outbound calls and e-mails to customers who have purchased a spa online to provide them with necessary information and expectations regarding all aspects of the spa delivery process. These activities will be done using scripting, information and training provided the AHS Customer Care team. Primary Responsibilities - Perform outbound calls and e-mails to customers to provide necessary information and expectations regarding spa delivery. - Explain and answer questions regarding the spa delivery process, including requirements, recommendations, and available resources. - Provide necessary tracking and reporting information to track program success and ensure positive outcomes. - Consult with the AHS Customer Care team regarding any escalated questions or issues, as needed. - Answer basic product knowledge questions. - Performs all work activities in accordance with company policies and procedures. - Performs other duties as required. 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 PowerPoint) - Excellent telephone etiquette - Pleasant, positive, professional attitude - Ability to remain calm and focused when answering inquiries/concerns. - Ability to use good judgment and work well under pressure. - Outstanding follow-up and follow-through abilities - Detail orientated. EDUCATION and/or EXPERIENCE - Mandatory to have Bachelor's degree Preferred Skills - none Other Mandatory Requirement: - Must Have Broadband Availability: Minimum 30 MBPS - Only connections from national service providers such as Jio, Tata, Airtel, or Hathway Fiber are acceptable. Local or unverified internet providers are not aligned with MHPI IT policy and should not be used for official work. - Home Office Setup (Mandatory): - working space to accommodate two monitors +1 laptop (necessary equipment will be provided + additional tools -role if any). - The candidate must have access to a quiet and dedicated home office environment that supports productive remote work. - IT Asset Arrangement: - All necessary equipment (based on role)- including One/two monitors, one laptop, and supporting accessories will be provided by the company. Candidates must ensure safe and secure setup and usage of these assets. This setup is non-negotiable and essential to ensure uninterrupted workflow, secure data handling, and effective collaboration. Candidates who do not meet this requirement will not be considered. 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 or https://www.linkedin.com/company/masco-home-products-pr

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