Retention Representative - Southport

Foxtel; Gold Coast City; Hybrid; AUD 52,000 - 62,000; Full time

Benefits offered by this job

Fox Flex hybrid model

Product discounts (Foxtel, Kayo, BINGE

Birthday/Cultural & Volunteer leave

Wellbeing program (Fox Fit)

Lunch-hours and Friday afternoons

Job summary

Foxtel Group is hiring a Retention Representative for the Southport area, combining on-site and home-based work in a hybrid setup. You will handle inbound calls from customers looking to cancel, aiming to reignite their engagement with Foxtel through empathetic service and tailored package recommendations.

The role emphasizes persuasion, listening, and ethical support to protect loyalty, while contributing to strong retention KPIs. Start date 23 November 2026, with flexible rostered hours.

Qualifications

• Commercially driven with a track record in sales or retention.
• Demonstrated empathy, patience, and sound judgment in complex customer scenarios.
• Outstanding listening, questioning, de-escalation and relationship-building abilities.
• Thrives in a fast-paced environment and embraces coaching.
• Genuine enthusiasm for sports, movies, and television as customer advocacy.

Responsibilities

• Drive customer retention by handling inbound calls from customers considering cancelling, using value-based selling to secure loyalty.
• Deliver empathetic, high-quality service and build immediate rapport in challenging conversations.
• Identify signs of vulnerability or financial hardship and apply fair, policy-aligned solutions.
• Uncover customer needs and viewing habits to tailor packages, products and offers.
• Meet and exceed retention and quality KPIs in a commission-based, performance-driven environment.

Skills

Sales-driven

Emotional intelligence

Excellent communicator

Resilience

Entertainment passion

Job description

Are you a Gold Coast local who lives and breathes entertainment and sport? Do you combine a natural sales instinct with genuine empathy and exceptional customer service?

We’re looking for driven, customer-centric professionals to join our high-energy Retention Call Centre Team in Southport! Enjoy a flexible hybrid work arrangement, combining days in our Southport office with work from home.

At Foxtel Group, we pride ourselves on a dynamic culture where your love for TV, movies, and sports fuels your success. As a Retention Representative, you will handle incoming calls from customers considering cancelling their service. Your mission is two-fold: reignite their passion by selling the undeniable value of Foxtel, while delivering top-tier customer service that prioritises care, active listening, and ethical support.

Every conversation is an opportunity to ensure our customers know they can remain connected to world-class entertainment.

Application Deadline: November 08, 2026

Department: Foxtel BU

Employment Type: Permanent

Location: Australia - Southport

Workplace type: Hybrid

Start Date: 23rd November 2026

Location: Southport, QLD

Applications close: 8th November 2026

About the role

• Drive customer retention: Handle inbound calls from customers looking to cancel, using persuasive storytelling and value-based selling to overcome objections and secure their loyalty.
• Deliver exceptional, empathetic service: Build immediate rapport, turning challenging or sensitive conversations into positive, trust-building customer experiences.
• Support vulnerable customers: Effectively identify signs of customer vulnerability or financial hardship, navigating sensitive situations with empathy and applying appropriate, fair, and responsible solutions in line with policy.
• Consult and tailor solutions: Actively uncover customer pain points and viewing habits to match them with the right packages, products, and offers.
• Achieve and exceed targets: Consistently smash retention and quality KPIs in a supportive, performance-driven environment with rewarding commission structures.

To be considered for the role you will ideally have

• Commercially driven: Proven track record in sales, retention, or target-driven customer contact environments, with a talent for closing and overcoming objections.
• High emotional intelligence (EQ): Demonstrated empathy, patience, and sound judgment when managing complex, emotional, or vulnerable customer scenarios.
• Outstanding communicator: A master listener who can ask the right questions, de‑escalate tension, and influence outcomes with warmth and confidence.
• Resilient and adaptable: Thrives in a fast-paced environment and embraces continuous feedback and coaching.
• Passionate about entertainment: A genuine enthusiasm for sports, movies, and television that translates into authentic customer advocacy.
• Available to start on 23 November 2026
• Available to work rostered hours between 9am - 7pm Monday to Friday

Life at Foxtel Group

A career with us means working across one or more of our brands including Foxtel, Hubbl, Kayo Sports, BINGE, Flash, Fox Sports and Foxtel Media. When you join, the Perks at Work are taken care of:

• You’re part of Fox Flex, our hybrid way of working with time spent at home and on campus
• Free & discounted products including Foxtel, Hubbl, Foxtel Broadband, Kayo Sports and BINGE
• Special days away from work for Birthday, Cultural & Volunteer Leave
• Access to our holistic Fox Fit wellbeing program
• Company-wide meeting-free lunch hours and Friday afternoons

About Foxtel Group

Foxtel Group, a DAZN company, is Australia's home of sport and entertainment. From our beginnings in 1995 as Australia’s original subscription television broadcaster, we’ve always had innovation in our DNA. Today, we’re Australia’s leading streaming and subscription television company. Our portfolio includes Kayo Sports, a dedicated sports streaming service; BINGE, an entertainment streaming platform; Foxtel, the country’s largest pay-TV provider; Fox Sports Australia, the country’s leading sports production company; Foxtel Media, our innovative advertising sales business, and BALBOA, our powerhouse creative agency. In 2025, we became part of the DAZN family, which allows us to benefit from DAZN’s global scale, innovation and technology. As a team, we invest in our people and we’re committed to a culture of collaboration, performance, and recognition, guided by our company values of Customer First, Own It, Authentic, Change the Game, and Win Together.

We’re a homegrown Australian company with our headquarters at Broadcast Way Studios on Sydney’s Lower North Shore, and campuses on the Gold Coast and in Melbourne.

When you join our winning team, you can expect to be supported by your leader, encouraged by your teammates, and presented with countless opportunities to do great work that gets recognised and rewarded.

Join our team today and discover your role of a lifetime for our audience of millions.