French-Speaking Guest Services Representative

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, handling inbound calls and emails to deliver a world‑class retail experience in French and English.

Key responsibilities

• Answer high‑volume inbound calls and emails, providing assistance and retail support.
• Engage actively with guests, listen attentively, and deliver impeccable service.
• Identify, troubleshoot, and resolve issues that affect guest experiences.
• Escalate complex cases to supervisory staff when necessary.
• Navigate multiple systems simultaneously while keeping guests informed.
• Maintain strict adherence to a full‑time schedule (Monday‑Friday, 9 AM‑5 PM).
• Work independently in a structured, virtual‑friendly environment.

Required profile

• Excellent French (C1/native) and good English (B1/B2) communication skills.
• Ability to follow procedures, policies, and a fixed schedule without deviation.
• Courteous, professional, and able to multitask while speaking with guests.
• Strong listening skills, empathy, and capacity to thrive in a fast‑paced setting.
• Preferred experience with basic online retail troubleshooting.

Required skills

• Computer knowledge

What we offer

• Fully office‑based role in Zagreb.
• Structured onboarding program.
• €600 welcome bonus paid in two installments.
• Monday‑Friday mornings schedule for work‑life balance.
• Supportive, fun team environment.
• Opportunity to work for a global entertainment company.
• Fixed‑term contract with possible extension based on performance.
• Access to a MultiSport card (employee contribution required).
• Corporate discounts with partner brands.