Onboarding Specialist
- Hiring from
- India
- Work type
- Hybrid
- Posted
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At PDI Technologies, we empower some of the world's leading convenience retail and petroleum brands with cutting-edge technology solutions that drive growth and operational efficiency.
By “Connecting Convenience” across the globe, we empower businesses to increase productivity, make more informed decisions, and engage faster with customers through loyalty programs, shopper insights, and unmatched real-time market intelligence via mobile applications, such as GasBuddy. We’re a global team committed to excellence, collaboration, and driving real impact. Explore our opportunities and become part of a company that values diversity, integrity, and growth.
Role Overview:
Onboarding Specialists help our customers solve issues and train said customers to use our product.
Key Responsibilities
Provide advanced product/service information and respond to complex customer
questions about the product/service.
Respond to more advanced issue escalations promptly and appropriately;
provide managerial approvals as required.
Schedule follow-up actions and enter relevant information into the CRM system
after each contact with a customer to create a call plan and to ensure that the
organization has quality data to enable effective customer retention and
business development activities.
Develop own capabilities by participating in assessment and development
planning activities as well as formal and informal training and coaching; gain or
maintain external professional accreditation, where relevant, to improve
performance and fulfill personal potential. Maintain an understanding of relevant
technology, external regulation, and industry best practices through ongoing
education, attending conferences, and reading specialist media.
Operate installation systems and devices, and make adjustments as necessary.
Qualifications
Works with full competence to orient the organization around delivering to the key needs of customers. T
Works with full competence to leverage digital communication (email, text, chat,
social media) to create positive, defining moments for customers.
Works with full competence to navigate customer conversations by leveraging
the four parts of a service conversation: open, learn, reply, and close.
Works with full competence to navigate conversations in which the customer is
frustrated or unhappy with the organization.
Works with full competence to connect with customers to strengthen the
relationship, meeting personal needs through positive customer experiences.
Works with full competence to make every customer interaction positive by
leaving the customer feeling understood, appreciated, and confident in the
organization's ability.
Works with full competence to probe and explore complex subjects thoroughly,
extracting comprehensive information through insightful questioning to enhance
understanding and decision-making processes.
Works at an intermediate level to recognize sales opportunities during service
interactions to enhance overall customer service.
Works with full competence to quickly and effectively establish trust within the buying centers in the client's organization.
Works at an intermediate level to acknowledge a client's indifference before
continuing the sales call and asks questions to understand the circumstances
surrounding the indifference.
Works with full competence to establish and maintain a systematic process for
collecting, analyzing, and responding to customer feedback within the call center
environment.
Works with full competence to shift into and out of a mental mindset associated
with assessing the facts and circumstances of the current situation and/or
environment, and making the appropriate/innovative adjustments to thinking and
work habits to thrive in any scenario.
Works with full competence to conduct comprehensive assessments of potential
and existing customer profiles to comply with legal and regulatory requirements.
Works with full competence to deliver required services to customers to the
required standards. Typically works without supervision and may provide
technical guidance.
Works with full competence to identify, diagnose and resolve technical problems
for customers in line with prescribed solution options. Typically works without
supervision and may provide technical guidance.
Works at an intermediate level to understand, evaluate, use, and engage with
digital technology and information, as well as create and share digital content,
while being aware of essentials like safety, privacy and ethical considerations.
Works at an intermediate level to grow the value of the account through crosssell
and up-sell opportunities.
Works with full competence to resolve identified issues promptly and sustainably
by utilizing the organization's issue management systems, solving problems.
Behavioral Competencies
Ensures Accountability
Manages Complexity
Communicates Effectively
Balances Stakeholders
Collaborates Effectively
PDI is committed to offering a well-rounded benefits program, designed to support and care for you, and your family throughout your life and career. This includes a competitive salary, market-competitive benefits, and a quarterly perks program. We encourage a good work-life balance with ample time off [time away] and, where appropriate, hybrid working arrangements. Employees have access to continuous learning, professional certifications, and leadership development opportunities. Our global culture fosters diversity, inclusion, and values authenticity, trust, curiosity, and diversity of thought, ensuring a supportive environment for all.