Onboarding Specialist

PDI Technologies, Inc.; Chennai District; On-site; INR 300,000 - 540,000; Full time

Job summary

PDI Technologies, Inc. seeks an Onboarding Specialist to guide customers in using our product and to resolve complex issues. You will manage CRM data, respond to inquiries, and support opportunities for retention and business development. Emphasis on customer-centric service and ongoing professional development.

You will operate installation monitoring where required, and collaborate with teams to deliver high-quality customer experiences through digital channels and proactive communication.

Qualifications

• Customer-focused approach aimed at delivering value to customers.
• Ability to leverage digital channels (email, text, chat, social) for positive customer experiences.
• Proficient in navigating service conversations using open, learn, reply, close steps.
• Ability to manage frustrated or unhappy customers effectively.
• Looks to build loyalty through positive customer interactions.
• Experience with CRM data entry and call planning.
• Flexible thinking to adapt to different scenarios and opportunities.
• Awareness of customer due diligence principles and compliance.

Responsibilities

• Provide advanced product/service information and respond to complex questions.
• Resolve escalated issues promptly with appropriate managerial approvals.
• Enter call notes into CRM after each contact to enable retention and development.
• Participate in ongoing training and develop professional accreditation where relevant.
• Monitor and operate installation systems and devices as needed.

Skills

Customer Focus

Digital Communications

Service Conversations

Customer Challenges

Customer Loyalty

CRM Data

Adaptive Mindset

Regulatory Compliance

Job description

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 customers to use our product.

Key Responsibilities

• Product/Service Information
  Provide advanced product/service information and respond to complex customer questions about the product/service.
• Resolving Customer Issues
  Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.
• Customer Relationship Management (CRM) Data
  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.
• Personal Capability Building
  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.
• Installation Monitoring and Control
  Operate installation systems and devices, and make adjustments as necessary.

Qualifications

• Customer-Focused Approach
  Works with full competence to orient the organization around delivering to the key needs of customers. T
• Leverages Digital Communications with Customers
  Works with full competence to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers.
• Masters Service Conversations
  Works with full competence to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close.
• Navigates Customer Challenges
  Works with full competence to navigate conversations in which the customer is frustrated or unhappy with the organization.
• Strengthens Customer Connections
  Works with full competence to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences.
• Builds Customer Loyalty
  Works with full competence to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization’s ability.
• In-Depth Questioning
  Works with full competence to probe and explore complex subjects thoroughly, extracting comprehensive information through insightful questioning to enhance understanding and decision-making processes.
• Service Into Sales
  Works at an intermediate level to recognize sales opportunities during service interactions to enhance overall customer service.
• Builds Rapport
  Works with full competence to quickly and effectively establish trust within the buying centers in the client's organization.
• Manages Buyer Indifference
  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.
• Customer Feedback Tracking
  Works with full competence to establish and maintain a systematic process for collecting, analyzing, and responding to customer feedback within the call center environment.
• Adaptive Mindset
  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.
• Customer Due Diligence Principles
  Works with full competence to conduct comprehensive assessments of potential and existing customer profiles to comply with legal and regulatory requirements.
• Customer Service Delivery
  Works with full competence to deliver required services to customers to the required standards. Typically works without supervision and may provide technical guidance.
• Customer Technical Support
  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.
• Digital Literacy
  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.
• Expands the Service
  Works at an intermediate level to grow the value of the account through crosssell and up-sell opportunities.
• Issue Management Techniques
  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. Weencourage 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.