Retention Representative - Docklands

This role sits within a high-energy retention call centre team focused on keeping customers connected to world-class entertainment. The successful candidate handles inbound calls from customers who are considering cancelling their service, combining persuasive, value-based selling with empathetic, ethical customer service. The mission is two-fold: to reignite customers' passion for the offering while delivering top-tier service that prioritises care, active listening and ethical support.

• 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 by building immediate rapport and turning 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.
• Consult with customers to uncover pain points and viewing habits, matching them with the right packages, products and offers.
• Achieve and exceed retention and quality KPIs within a supportive, performance-driven environment.

• Proven track record in sales, retention or target-driven customer contact environments, with a talent for closing and overcoming objections.
• High emotional intelligence, with demonstrated empathy, patience and sound judgment when managing complex, emotional or vulnerable customer scenarios.
• Outstanding communication skills, including master listening, asking the right questions, de-escalating tension and influencing outcomes with warmth and confidence.
• Resilience and adaptability, thriving in a fast-paced environment and embracing continuous feedback and coaching.
• A genuine enthusiasm for sports, movies and television that translates into authentic customer advocacy.
• Availability to start on 23 November 2026.
• Availability to work rostered hours between 9:00 AM and 7:00 PM, Monday to Friday.

• Hybrid working arrangement combining work-from-home days with time in a modern Docklands office.
• Excellent public transport links via Southern Cross Station.

• Rewarding commission structures are in place.

• Part of Fox Flex, the group's hybrid way of working with time spent at home and on campus.
• Free CBD parking.
• 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 the holistic Fox Fit wellbeing programme.
• Company-wide meeting-free lunch hours and Friday afternoons.