Retention Representative - Southport

This role sits within a high-energy Retention Call Centre team that handles inbound calls from customers who are considering cancelling their service. The purpose is two-fold: to reignite customers' enthusiasm by demonstrating the value of the product, and to deliver top-tier customer service built on care, active listening and ethical support. The position operates in a supportive, performance-driven environment where every conversation is an opportunity to keep customers connected to entertainment.

• Handle inbound calls from customers looking to cancel, using persuasive storytelling and value-based selling to overcome objections and secure their loyalty.
• Build immediate rapport and turn challenging or sensitive conversations into positive, trust-building customer experiences.
• Identify signs of customer vulnerability or financial hardship and navigate sensitive situations with empathy, applying fair and responsible solutions in line with policy.
• Actively uncover customer pain points and viewing habits to match customers with the right packages, products and offers.
• Consistently achieve and exceed retention and quality KPIs within a supportive, performance-driven environment.
• Ensure customers understand they can remain connected to world-class entertainment.

• Proven track record in sales, retention or target-driven customer contact environments, with a talent for closing and overcoming objections.
• Demonstrated empathy, patience and sound judgment when managing complex, emotional or vulnerable customer scenarios.
• Strong listening and communication skills, with the ability to ask the right questions, de-escalate tension and influence outcomes with warmth and confidence.
• Resilience and adaptability in a fast-paced environment, with a willingness to embrace continuous feedback and coaching.
• 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 and 7pm, Monday to Friday.

• Hybrid working arrangement combining days in the Southport office with working from home.

• Free and discounted products including Foxtel, Hubbl, Foxtel Broadband, Kayo Sports and BINGE.
• Special days away from work for birthday, cultural and volunteer leave.
• Access to a holistic wellbeing program.
• Company-wide meeting-free lunch hours and Friday afternoons.

Foxtel Group is a business whose career opportunities span one or more of its brands, including Foxtel, Hubbl, Kayo Sports, BINGE, Flash, Fox Sports and Foxtel Media. It describes its culture as dynamic, one where a love of TV, movies and sports fuels success, and where employee perks are taken care of.