English-Speaking Guest Services Representative (m/f/d)

About the role

Join a global entertainment brand as the friendly voice that creates magical moments for guests of all ages. You will work from our Zagreb office, providing English‑language support through calls, emails and chats, ensuring every interaction is smooth and memorable.

Key responsibilities

• Handle inbound guest inquiries about orders, payments, product details, returns, promotions, account access and technical issues.
• Listen actively, empathise and resolve concerns efficiently, aiming to exceed guest expectations.
• Escalate complex cases to supervisors when necessary.
• Navigate multiple internal systems while keeping guests informed with clear updates.
• Work independently and collaboratively in a fast‑paced, structured virtual environment.
• Cover shifts from Monday to Sunday, between 9 am and 9 pm.

Required profile

• Excellent written and spoken English (C1 level or native).
• Friendly, empathetic attitude with strong communication and active‑listening skills.
• Ability to multitask while maintaining professionalism.
• Flexibility to work evenings, weekends and holidays.
• Positive mindset and eagerness to deliver outstanding guest experiences.

Required skills

• Solid computer literacy and quick adaptability to new tools and processes.
• Capability to operate several systems simultaneously.

What we offer

• Fully office‑based position at our Zagreb location.
• Three‑week paid onboarding program.
• International, inclusive environment with continuous learning opportunities.
• Fixed‑term contract with possible extension based on performance.
• Corporate benefits, discounts and optional MultiSport card.