Spanish-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.
• Listen actively, demonstrate empathy, and resolve guest issues promptly.
• Escalate complex cases to supervisory staff when necessary.
• Maintain multiple systems simultaneously while delivering clear instructions.
• Adhere strictly to a full‑time schedule (Monday‑Friday, 9 AM‑5 PM).
• Work independently in a structured, virtual‑friendly environment.

Required profile

• Fluent Spanish (C1) and good English (B1/B2) communication skills.
• Ability to follow procedures, policies, and a strict schedule.
• Professional, courteous demeanor with strong customer‑service orientation.
• Experience in basic online retail troubleshooting is preferred.
• Previous call‑center or work‑from‑home experience is an advantage.

Required skills

What we offer

• Fully office‑based position at our Zagreb location.
• Structured onboarding program.
• 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).
• Exclusive corporate discounts with partner brands.