German-Speaking Guest Services Representative (m/f)

About the role

As a German‑Speaking Guest Services Representative you will be the friendly voice of a global entertainment brand, delivering magical moments to guests of all ages. You will handle inbound calls and emails, providing top‑class retail support while working from our Zagreb office.

Key responsibilities

• Answer high‑volume inbound calls and emails, assisting guests with their inquiries.
• Engage actively, listen attentively and deliver impeccable guest service.
• Identify and resolve issues that affect the guest experience.
• Escalate complex cases to supervisory staff when necessary.
• Navigate multiple systems simultaneously while providing clear updates or instructions.
• Maintain discipline and motivation while working independently in a virtual environment.
• Adhere to a full‑time schedule (Monday‑Friday, 09:00‑17:00) and follow company procedures.

Required profile

• Excellent German (C1 or native) and good English (minimum B1/B2) written and verbal communication skills.
• Courteous, friendly and professional demeanor.
• Ability to multitask, listen actively and demonstrate empathy.
• Willingness to follow procedures and adhere to policies.
• Experience in a fast‑paced call‑center or remote work environment is preferred.

Required skills

• Strong computer knowledge.

What we offer

• €600 welcome bonus paid in two installments.
• Fully office‑based position at our Zagreb office.
• Three‑week paid onboarding program.
• International, inclusive environment with continuous development opportunities.
• Fixed‑term contract with possible extension based on performance.
• Corporate benefits and discounts, including access to a MultiSport card (employee contribution required).