Customer Care Representative

September 20

Apply Now

Receive Emails with Similar Jobs

Masco Corporation

WebsiteLinkedInAll Job Openings

Plumbing Products and Decorative Architectural Products

10,000+

Description

• 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. • 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. • 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.

Requirements

• 2-5 years’ experience in inbound consumer related call, chat and email inquiries. • 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. • Excellent interpersonal and communication skills (verbal and written) • Must have fluent in both oral and written English • 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 • Good working knowledge of JDE system