Retention Advocate - Hybrid Call Centre (Entertainment)

DAZN; Melbourne; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid work model

Free CBD Parking

Free & discounted Foxtel products

Birthday, Cultural & Volunteer Leave

Fox Fit wellbeing program

Job summary

Foxtel Group is seeking a Retention Representative in Docklands to handle inbound calls from customers considering cancellation. You will sell the value of Foxtel while delivering top-tier service in a hybrid work setup with time in the Docklands office and work-from-home days, with parking and easy transport access.

The role focuses on reigniting customer passion, addressing vulnerable customers with empathy, and tailoring solutions based on viewing habits to maximise retention and satisfaction.

Qualifications

• Commercially driven: track record in sales, retention, or target-driven customer contact.
• High emotional intelligence (EQ) with empathy and sound judgment.
• Outstanding communicator: active listening, question framing, and warmth.
• Resilient and adaptable: thrives in a fast-paced environment with feedback.
• Passionate about entertainment: enthusiasm for sports, movies, and TV.

Responsibilities

• Handle inbound calls from customers considering cancelling their service.
• Reignite customer passion by selling the value of Foxtel and deliver excellent service.
• Identify vulnerable customers and apply fair, responsible solutions.
• Uncover pain points and viewing habits to tailor packages and offers.
• Achieve and exceed retention and quality KPIs in a performance-driven environment.

Job description

Foxtel Group is seeking a Retention Representative in Docklands to handle inbound calls from customers considering cancellation. You will sell the value of Foxtel while delivering top-tier service in a hybrid work setup with time in the Docklands office and work-from-home days, with parking and easy transport access.

The role focuses on reigniting customer passion, addressing vulnerable customers with empathy, and tailoring solutions based on viewing habits to maximise retention and satisfaction.