Address Are you always convincing family and friends to give that must-watch TV show a go? Getting into deep discussions about the big game on the weekend? Debating whether that latest blockbuster movie is a contender for an award?
As a Retention Representative in our contact centre based in Southport, you’ll be having these conversations with our customers every day, reconnecting them with the things they’ve loved about Foxtel over the years and unlocking more value in our premium content, products and services.
About the role:
Our customers will want to share with you what’s not working for them and you’ll be listening and proactively solving their problems, helping them understand all the things they’ll be missing out if they leave us, all while offering a best-in-class customer experience.
As a Retention agent you will have exceptional communication skills and the gift of quickly building rapport and trust with people. You will be engaging with customers who are reconsidering their Foxtel service and remind them of all the amazing products and content they’ll be missing out on if they cancel their service.
We pride ourselves on developing our staff and providing true pathways of career progression within our growing organisation. We will provide you with all the tools and training you need to be a roaring success in this role; from how to understand your customer’s needs to employing industry leading customer negotiation skills.
Your active listening skills, resilience and calm manner, empathy & patience, solutions focused mindset, influencing skills and natural flair for problem solving will see you winning over our customers (and your teammates) in no time!
Responsibilities:
Receiving incoming calls from customers to retain their Foxtel subscription
Help customers unlock the value of their Foxtel through our premium content, products and services
Drive and motivate yourself to achieve daily performance targets
Problem solving by seeking out the best solution for your customers and to deliver the best-in-class customer experience
Keeping up to date with the latest Sport, Drama, Lifestyle and Movies content by watching television
We are Looking for the Following Capabilities:
A passion and aptitude for active listening to solve problems
Proven ability and drive to achieve daily performance activity and targets
An agile mindset that can work through challenging situations
Ability to communicate your ideas effectively and passionately
Computer knowledge: you're fantastic with navigating multiple systems and can multitask at pace.
Keen interest in entertainment - Sport, Drama, Lifestyle or Movies
Things you should consider before applying:
Start date is Monday 12th February for new starter induction
4 Week induction training full time in the office to set you up for success
Monday - Friday rotating roster shifts between 9am-8pm EST
$57k base + Super + Commission + free foxtel
Blended work arrangement WFH and in Office after completion of training
Working at Foxtel means being part of something different, better, special. We put our customers first, we own it, we’re authentic, we focus on changing the game, and we win together.
A career with us means working across one or more of our brands including Foxtel, Kayo, 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 working at home and from campus, after completion of training
Attractive leave entitlements - Paid parental leave program, a day off to celebrate your Birthday, Volunteer Leave
Ergonomics allowance to help you set up your workspace
Internal meeting free zones to help you manage your wellbeing
Access to LIVE events and FOXFIT Wellbeing classes
Free merch to make sure you have all the tools you need for your first day
Free Foxtel, discounted Broadband and Streaming services
