Italian-Speaking Guest Services Representative (m/f)

Retail & Consumer Services · Customer Service · Customer Support

In short

Transcom seeks an Italian-Speaking Guest Services Representative for their Zagreb office. This full-time, on-site role involves answering calls and emails to assist guests, resolve issues, and provide excellent customer service in a structured, fast-paced environment. Fluency in Italian and good English are required, along with strong computer skills and professionalism.

Responsibilities

Answer inbound calls and emails to assist guests and provide the best retail experience.
Engage with guests, actively listen, and provide impeccable guest service.
Identify and resolve issues impacting guests' experiences.
Channel escalated issues to appropriate supervisory staff.
Multitask in systems while providing updates or instructions to guests.
Work independently with discipline and motivation in a virtual environment.
Adhere strictly to the assigned full-time schedule taking high-volume inbound calls.

Requirements

Excellent Italian (C1 or native level) and good English (B1/B2) language skills.
Able to maintain 100% strict adherence to the assigned schedule.
Available to work shifts Monday to Friday, 9 AM to 5 PM.
Strong computer knowledge.
Courteous and friendly with high level of professionalism.
Willingness to follow procedures and adhere to policies.
Able to multitask while talking to guests on the phone.
Able to thrive in a fast-paced work environment.
Able to actively listen to guest needs and demonstrate empathy.

Desired Qualifications

Experience troubleshooting basic online retail store process preferred.

Benefits

A fully office-based position at our Zagreb office.
A paid, well-structured onboarding that sets you up for success.
Monday to Friday schedule – mornings only.
A fun, supportive team you'll actually enjoy working with.
The opportunity to work for a global entertainment company.
A fixed-term employment contract, with the possibility of extension based on great performance.
Access to a MultiSport card (available with employee contribution).
Exclusive corporate discounts with our partner brands.

Skills

Customer SupportItalianEnglish

#Customer Service#Guest Services#Call Center#Retail#Multilingual#Italian

About Transcom

Transcom provides digitally enhanced customer experience (CX) services to some of the world's most ambitious brands. More than 300 clients globally, including disruptive e-commerce players, category redefining fintechs, and technology legends rely on us for on-, off-, and nearshoring services. Transcom’s over 33,000 employees work in 90 contact centers and work-at-home networks across 28 countries, creating brilliant experiences in customer care, sales, content moderation, and backoffice services. We help our clients drive their brands forward, customer satisfaction up, and operating costs…

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