Retention Representative - Docklands

About the role

Foxtel is looking for a Retention Representative to join its high-energy call centre team in Docklands, Melbourne. You will handle incoming calls from customers considering cancelling their service, helping them stay connected to entertainment through value-based selling and empathetic service. The role starts on 23 November 2026 and is open to Melbourne locals; applications close on 8 November 2026.

Key responsibilities

• Handle inbound calls from customers looking to cancel, using persuasive storytelling and value-based selling to overcome objections and secure their loyalty.
• Build rapport quickly and turn challenging or sensitive conversations into positive, trust-building experiences.
• Identify signs of customer vulnerability or financial hardship and apply fair, responsible solutions in line with policy.
• Uncover customer pain points and viewing habits to match them with the right packages, products and offers.
• Achieve and exceed retention and quality KPIs in a supportive, performance-driven environment with commission structures.

Required profile

• Proven track record in sales, retention or target-driven customer contact, with a talent for closing and overcoming objections.
• High emotional intelligence, with empathy, patience and sound judgment in complex, emotional situations.
• Outstanding communicator who listens well, asks the right questions, de-escalates tension and influences outcomes warmly.
• Resilient and adaptable in a fast-paced environment, open to continuous feedback and coaching.
• Genuine enthusiasm for sports, movies and television.
• Available to start on 23 November 2026 and to work rostered hours between 9:00 AM and 7:00 PM, Monday to Friday.

What we offer

• Flexible hybrid work with work-from-home days and time in the Docklands office, with free CBD parking.
• Free and discounted products including Foxtel, Hubbl, Foxtel Broadband, Kayo Sports and BINGE.
• Special days off for birthdays, cultural leave and volunteer leave.
• Access to the Fox Fit wellbeing program.
• Meeting-free lunch hours and Friday afternoons.