[Hiring] Digital Retention & Renewal Sales Representative @Emapta

Role Description

Turn every subscriber conversation into lasting value across global markets. Join Emapta as a Digital Retention & Renewal Sales Representative, converting at-risk relationships into renewals, win-backs, and recurring revenue. Strengthen customer lifetime value while developing international sales expertise and building a long-term global career within Emapta's top 1% talent community.

Your Path to Global Retention Sales:

• Employment Type: Indefinite Term Type Contract
• Shift: Day Shift, Weekends Off
• Work Setup: Work From Home

Benefits

• Competitive salary designed for top-tier talent
• Full compliance with Dominican statutory benefits, including 13th-month pay (Christmas bonus), paid annual vacation and public holidays, and social security contributions covering health insurance, pension (AFP), and occupational risk insurance
• Sick leave and disability coverage through Social Security
• Career growth opportunities with global exposure
• Exposure to international clients and global best practices
• Learning and development support (courses, certifications, upskilling) through Emapta Academy

Qualifications

• Strong outbound sales skills
• Demonstrated resilience and confidence in handling rejection
• Strong persistence, determination, and results-oriented mindset
• Strong verbal communication and conversational skills
• Ability to establish rapport quickly with customers
• Strong probing, discovery, and active listening skills
• Ability to overcome objections and confidently ask for the sale
• Ability to communicate and sell product value effectively
• Comfort in a commission-driven, KPI-focused environment
• Ability to manage difficult customer conversations professionally
• Strong attention to detail when documenting customer interactions and outcomes
• Ability to follow defined call flows, offers, processes, and business rules
• Coachability and willingness to incorporate feedback from call monitoring and calibration
• Ability to combine sales persistence with a positive customer experience

Requirements

• 1-3 years of experience in outbound sales, telesales, retention or renewal sales, subscription sales, win-back campaigns, B2C sales, door-to-door or field sales, high-volume call center sales, collections with a strong sales or retention component, or customer service roles with significant upselling or cross-selling responsibilities.

Your Daily Tasks

• Conduct high-volume outbound calls to existing and former digital subscribers
• Engage customers approaching renewal, within a grace period, at risk of cancellation, past due, or previously cancelled
• Establish rapport quickly to understand each customer's situation and communicate the value of the service
• Identify reasons for cancellation, non-renewal, or non-payment through effective probing and discovery questions
• Position the value of digital news, sports, local journalism, newsletters, digital access, and other subscription benefits based on customer interests
• Overcome objections related to price, value, payment, cancellation, or lack of use
• Present approved retention, renewal, and win-back offers in the appropriate sequence
• Use a confident, assumptive, and respectful approach to close sales when buying intent is identified
• Complete renewal and payment transactions accurately when customers accept an offer
• Maintain a retention-focused approach beyond resolution of immediate payment concerns

Sales & Customer Experience

• Communicate naturally and conversationally without excessive reliance on scripts
• Build rapport quickly with customers
• Apply strong active listening and probing skills
• Identify customer needs, interests, and objections
• Communicate product value clearly before presenting price-based offers
• Demonstrate persistence while maintaining professionalism and sensitivity to the customer experience
• Handle rejection and difficult conversations without losing momentum
• Recognize buying signals and transition confidently toward closing
• Ask for the sale and payment when appropriate
• Personalize conversations based on each customer's circumstances
• Provide accurate information about billing, rates, offers, and subscription terms