About this role
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.
- 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.