Retention Representative
2 days ago
Retention Representative - Docklands
Application Deadline: 7 November 2025
Department: Foxtel BU
Employment Type: Permanent
Location: Australia - Docklands
Description
Start Date: 24th November 2025
Location: Docklands, Melbourne
Are you the go‑to person amongst your peers for recommending the latest must‑watch TV shows, dissecting the weekend's big game, or critiquing the newest film?
Our Retention Call Centre Team play a vital role in the successful operation of Foxtel by keeping our loyal customers engaged and excited about our products and services. As a Retention Representative, you’ll channel your passion for entertainment into daily conversations with our customers. You’ll reestablish their connection with the aspects of Foxtel they’ve valued & enjoyed over the years and uncover additional value in our premium content, products, and services.
About the role
- Engage proactively with our customers to maximize retention and enhance their overall experience with Foxtel's premium entertainment products and services.
- Stay informed on the latest entertainment industry trends and Foxtel's offerings to enrich customer interactions and provide relevant information.
- Transform inbound and outbound call center interactions into meaningful connections, delivering exceptional service with a friendly, empathetic, and understanding approach.
- Effectively manage and de‑escalate difficult customer conversations, utilising strong problem‑solving skills to address issues comprehensively.
- Identify and implement tailored solutions for customer inquiries and concerns, ensuring a positive resolution and making a tangible difference.
- Consistently meet and exceed individual and team performance goals, contributing to overall operational excellence.
- Actively participate in opportunities to increase earnings through our performance‑based commission structure.
To be considered for the role you will ideally have...
- Prior Sales experience within a busy call centre environment highly desirable
- A demonstrated passion for entertainment, including television, sports, drama, or movies, is highly valued.
- A strong inclination and proven ability to deliver outstanding customer care.
- Effective and passionate communication skills, with the flexibility to express ideas clearly and persuasively.
- A track record of meeting or exceeding targets is desirable.
- Possess a resilient mindset, capable of navigating challenges and adapting effectively to changing conditions and priorities.
- Available to start on 24th November 2025
Interested to apply? Please review our Retention Application Toolkit to ensure this role is right for you - we look forward to hearing from you
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
A note to recruitment agencies - we have this role covered. There is no need to get in touch, we do not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.
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