{"id":3050382,"url":"https://alion.io/job/dazn-retention-representative-docklands","title":"Retention Representative - Docklands","company":{"id":51631,"name":"DAZN","domain":"dazn.com","url":"https://alion.io/company/dazn","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Docklands, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":41000,"max_usd":83000,"period":"year","method":"role_country_seniority_unknown","sample_n":57},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-21T02:14:42Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-28T20:48:45Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Start Date: 23rd November 2026\nLocation: Collins St, Docklands, VIC\nApplications close 8th November 2026\n\nAre you a Melbourne local who lives and breathes entertainment and sport? Do you combine a natural sales instinct with genuine empathy and exceptional customer service?\n\nWe’re looking for driven, customer-centric professionals to join our high-energy Retention Call Centre Team in Docklands! Enjoy a flexible hybrid work arrangement, combining work-from-home days with time in our modern Docklands office, with dedicated parking available and excellent public transport links via Southern Cross Station.\nAt Foxtel Group, we pride ourselves on a dynamic culture where your love for TV, movies, and sports fuels your success. As a Retention Representative, you will handle incoming calls from customers considering cancelling their service. Your mission is two-fold: reignite their passion by selling the undeniable value of Foxtel, while delivering top-tier customer service that prioritises care, active listening, and ethical support.\nEvery conversation is an opportunity to ensure our customers know they can remain connected to world-class entertainment.\nAbout the role....\nDrive customer retention: Handle inbound calls from customers looking to cancel, using persuasive storytelling and value-based selling to overcome objections and secure their loyalty.\nDeliver exceptional, empathetic service: Build immediate rapport, turning challenging or sensitive conversations into positive, trust-building customer experiences.\nSupport vulnerable customers: Effectively identify signs of customer vulnerability or financial hardship, navigating sensitive situations with empathy and applying appropriate, fair, and responsible solutions in line with policy.\nConsult and tailor solutions: Actively uncover customer pain points and viewing habits to match them with the right packages, products, and offers.\nAchieve and exceed targets: Consistently smash retention and quality KPIs in a supportive, performance-driven environment with rewarding commission structures.\nTo be considered for the role you will ideally have...\nCommercially driven: Proven track record in sales, retention, or target-driven customer contact environments, with a talent for closing and overcoming objections.\n High emotional intelligence (EQ): Demonstrated empathy, patience, and sound judgment when managing complex, emotional, or vulnerable customer scenarios.\nOutstanding communicator: A master listener who can ask the right questions, de-escalate tension, and influence outcomes with warmth and confidence.\nResilient and adaptable: Thrives in a fast-paced environment and embraces continuous feedback and coaching.\nPassionate about entertainment: A genuine enthusiasm for sports, movies, and television that translates into authentic customer advocacy.\nAvailable to start on 23rd November 2026 \nAvailable to work rostered hours between 9:00 AM - 7:00 PM, Monday to Friday \nInterested to apply? Please review our Retention Application Toolkit to ensure this role is right for you - we look forward to hearing from you!\nLife at Foxtel Group\nA 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:\nYou’re part of Fox Flex, our hybrid way of working with time spent at home and on campus \nFree CBD Parking \nFree & discounted products including Foxtel, Hubbl, Foxtel Broadband, Kayo Sports and BINGE \nSpecial days away from work for Birthday, Cultural & Volunteer Leave \nAccess to our holistic Fox Fit wellbeing program \nCompany-wide meeting-free lunch hours and Friday afternoons","description_format":"text","description_chars":3700,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-22T02:14:42Z"}],"visa":[],"liveness":{"score":71,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.794,"p_room":0.9,"age_days":7,"expected_fill_days":11,"reasons":["conf:3","velocity","win:mid","comp:brand"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/dazn-retention-representative-docklands","json_url":"https://alion.io/job/dazn-retention-representative-docklands.json","meta":{"generated_at":"2026-10-28T23:17:57Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":31841,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":51631},"rest":"https://alion.io/mcp/rest/get_company?id=51631"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdazn-retention-representative-docklands"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdazn-retention-representative-docklands"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdazn-retention-representative-docklands"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/dazn-retention-representative-docklands\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdazn-retention-representative-docklands"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3050382}},{"tool":"search_jobs","arguments":{"company":"dazn.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3050382},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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