Retention Representative - Southport

DAZN; Gold Coast City; Hybride; AUD 55 000 - 75 000; Plein temps

Avantages offerts par ce poste

Fox Flex

Free Foxtel products

Volunteer leave

Fox Fit wellbeing program

Lunch-time meetings

Résumé du poste

Foxtel Group is seeking a Retention Representative for our Southport team on the Gold Coast. The role balances in-office delivery with work-from-home days, serving customers considering cancellation and highlighting value in Foxtel’s offerings.

You will engage in empathetic conversations, identify customer needs, and tailor solutions to retain business while maintaining high service standards. This role emphasizes empathy, active listening, and ethical support.

Qualifications

• Commercially driven with a track record in sales, retention, or target-driven customer contact environments.
• Demonstrated empathy, patience and sound judgment when managing complex customer scenarios.
• Outstanding listening skills with the ability to de-escalate and influence outcomes with warmth.
• Adaptable and resilient in a fast-paced environment with openness to coaching.
• Genuine enthusiasm for sports, movies and television.

Responsabilités

• Handle inbound calls from customers considering cancelling to retain their service.
• Deliver exceptional, empathetic service while building trust with customers.
• Identify signs of vulnerability or financial hardship and apply fair, policy-aligned solutions.
• Uncover customer needs and tailor packages and offers accordingly.
• Work to achieve retention and quality KPIs within a supportive environment.

Connaissances

Sales experience

Emotional intelligence

Communication

Resilience

Entertainment passion

Description du poste

Retention Representative - Southport

Application Deadline: 8 November 2026

Department: Foxtel BU

Employment Type: Permanent

Location: Australia - Southport

Description

Start Date: 23rd November 2026

Location: Southport, QLD
Applications close 8th November 2026

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.

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