Italian-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 handle inbound calls and emails, delivering a world‑class retail experience while working from our Zagreb office.

Key responsibilities

• Answer high‑volume inbound calls and emails, providing accurate information and assistance.
• Engage actively with guests, listen attentively, and deliver impeccable service.
• Identify, troubleshoot, and resolve issues that affect the guest experience.
• Escalate complex cases to supervisory staff when necessary.
• Maintain multiple systems simultaneously while guiding guests through solutions.
• Adhere strictly to a full‑time schedule and work independently in a virtual‑friendly environment.

Required profile

• Excellent Italian (C1 or native) and good English (B1/B2) language skills.
• Availability to work Monday‑Friday, 9 AM‑5 PM, with 100% schedule adherence.
• Strong computer knowledge and ability to multitask while speaking with guests.
• Professional, courteous demeanor with a high level of empathy.
• Ability to thrive in a fast‑paced, structured call‑center environment.
• Experience with basic online retail troubleshooting is preferred.

Required skills

• Computer literacy

What we offer

• Fully office‑based position in Zagreb.
• Comprehensive, paid onboarding program.
• Monday‑Friday mornings schedule promoting work‑life balance.
• Supportive, fun team environment.
• Opportunity to work for a renowned global entertainment company.
• Fixed‑term contract with potential extension based on performance.
• Access to a MultiSport card (employee contribution required).
• Exclusive corporate discounts with partner brands.