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Job Description

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About Us

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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.

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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.

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For more information about Masco Corporation, please visit:

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Masco Corporation,

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Masco Home Products India (MHPI) MHPI (Masco Home Products India) | LinkedIn

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Position Details

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- Business Unit Supported : Masco Canada
- Website Link:
- 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.

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Job Summary

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- 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.

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Primary Responsibilities

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- 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

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Senior-Level & Informal Leadership Responsibilities

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- 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)

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Future Growth Opportunity

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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.

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Leadership readiness will be assessed through:

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- Consistent performance and reliability
- Ability to influence peers positively
- Ownership of outcomes beyond individual metrics
- Communication, judgment, and accountability

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Key Skills Required

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- Excellent English communication skills, both verbal and written.
- Robust communication experience with international teams, well-versed with remote working protocols , including virtual colla

Apply on Kit Job: kitjob.in/job/42ug23

📌 Senior Customer Solutions Representative (Consumer) (Kochi)
🏢 MHPI (Masco Home Products India)
📍 Kochi