Bilingual Customer Engagement & Retention Specialist

Location: Dominican Republic
Department: Sales & Customer Experience
Markets: English and Spanish
Compensation: Base Pay + Uncapped Commission Opportunities

About the Role

We are looking for a Bilingual Customer Engagement & Retention Specialist who excels at building genuine connections, having meaningful conversations, and understanding customers' needs.

This is not a traditional sales role. We are looking for individuals who can naturally engage customers, learn about their lifestyles and wellness goals, and recommend the most suitable vitamin blends from our extensive product catalog.

You will handle a combination of inbound customer service and retention calls, outbound calls to previously canceled customers, and cold calls to prospective customers. Your goal is to build lasting customer relationships, retain existing subscribers, generate repeat orders, and develop your own customer base for continued sales and commission opportunities.

With the potential to earn uncapped commissions, this position offers significant earning opportunities for individuals who are personable, motivated, and committed to delivering an exceptional customer experience.

Key Responsibilities

Customer Engagement: Build rapport through natural, engaging conversations and establish trust with customers.

Inbound Customer Service: Assist customers with product inquiries, subscription concerns, order-related questions, and general support.

Customer Retention: Handle cancellation requests by understanding customer concerns, addressing objections, and identifying appropriate solutions to retain subscriptions.

Outbound Win-Back Calls: Reconnect with previously canceled customers, understand their reasons for leaving, and encourage them to resume their subscriptions when appropriate.

Cold Calling: Initiate conversations with prospective customers, identify their interests, and introduce relevant products.

Product Recommendations: Understand customers' lifestyles, preferences, and wellness goals to recommend suitable vitamin blends based on approved product information.

Relationship Management: Build and maintain a personal portfolio of customers to encourage repeat purchases, continued engagement, and long-term loyalty.

Sales & Commission Growth: Identify opportunities to generate sales, secure repeat orders, and maximize commission earnings through strong customer relationships.

Bilingual Communication: Communicate confidently and professionally with both English-speaking and Spanish-speaking customers.

Performance & Attendance: Maintain consistent attendance, punctuality, professionalism, and adherence to company policies and performance expectations.

Qualifications & Requirements

• Excellent spoken English and Spanish, with the ability to communicate naturally and confidently in both languages.
• Strong conversational skills and the ability to build genuine relationships with different types of customers.
• Empathy, active listening, and the ability to understand customer needs before recommending solutions.
• A customer-focused mindset with the confidence to handle objections and sensitive cancellation conversations.
• Strong interpersonal and problem-solving skills.
• Self-motivation, resilience, and the ability to work toward sales, retention, and customer satisfaction goals.
• Willingness to learn extensive product information, company processes, and internal systems.
• Ability to work independently while contributing to team goals.
• Reliable internet connectivity, a suitable home office, and the required computer equipment.
• Previous experience in customer service, customer retention, telesales, or outbound calling is an advantage, but natural communication skills and genuine customer engagement are essential.

Attendance Requirements

100% attendance is expected during the first 120 days of employment. Attendance and punctuality will be closely monitored during this initial period.

• Applicants must disclose any known upcoming PTO requests, planned absences, or scheduling conflicts before training begins.
• Candidates must be able to commit to the agreed training schedule and assigned working hours.
• Any attendance concerns will be reviewed in accordance with company policy and applicable employment requirements.

Technical Requirements

Candidates must have the following equipment to work remotely:

Operating System: Up-to-date Windows 11 or macOS.

RAM: Minimum 16 GB.

Processor: Intel Core i5 or higher, AMD Ryzen 5 or higher, or Apple M1 or higher.

Internet Connection: Hardwired Ethernet connection is required. Wi-Fi is not accepted as the primary work connection.

Internet Speed: As close as possible to 100 Mbps download and 100 Mbps upload, depending on country and regional availability.

Headset: High-quality headset suitable for professional customer calls.

Second Monitor: Highly recommended for multitasking and navigating the company's extensive product catalog and internal systems.

Work Environment: A quiet, professional workspace with minimal background noise and interruptions.

What We’re Looking For

We are looking for people who can make customers feel heard, understood, and valued.

The ideal candidate is naturally curious, personable, empathetic, and confident in conversation. They know how to ask thoughtful questions, listen carefully, understand a customer's concerns, and guide the conversation toward an appropriate solution.

We are not simply looking for traditional salespeople. We want relationship builders who understand that successful sales come from trust, genuine engagement, product knowledge, and consistent follow-up.

If you enjoy connecting with people, helping customers find products that fit their needs, and building long-term relationships while earning performance-based commissions, we encourage you to apply.

Compensation & Growth Opportunities

• Competitive base compensation plus uncapped commission opportunities.
• Opportunities to increase earnings through customer retention, repeat orders, and continued relationship management.
• Comprehensive training on company systems, product knowledge, and customer engagement processes.
• The opportunity to build and manage your own portfolio of customers.
   

Ready to turn your communication skills into a rewarding career? Apply today!